ServiceNow Connector for Jira app Configuration

Complete the below configurations to unlock the full potential of the ServiceNow Connector for Jira app.

Connection Form Configuration: Establish a secure connection between ServiceNow and Jira by completing the connection form.
Integration User Configuration: Set up an integration user with the necessary permissions to manage and sync data between both platforms.
Custom URL Form Configuration: Configure the customer URL to define the endpoints for accurate data transfer between ServiceNow and Jira and helps you to choose incidents and change request options to sync the required data.

Additionally, customize the synchronization preferences based on your operational needs, including:

Creating new incidents
Updating existing incidents
Syncing attachments for new records
Updating attachments on existing records

Follow the below steps to configure ServiceNow Connector for Jira app:

Step 1: Log in to Jira and select More -> Apps → ServiceNow Connector for Jira.

Step 2: Go to Manage Apps and click on Integration Settings.

Reset Settings : Delete the integration setting and field mappings.
Clear Log : Delete the logs created for this plugin.

Step 3: Click on Edit Settings.

Step 4: Fill the details

Test the connection using the Test Connection button before clicking on the Save Connection button and save the connection details.

Include the below details for Basic connection:

ServiceNow URL - The ServiceNow instance URL provided by ServiceNow.
Username - ServiceNow Instance username.
Password - ServiceNow Instance Password.

Step 5: Click on the Test Connection button.

A successful message appears showing that the connection is successful.

Step 6: Click on the Save Connection button to save the connection details.

For an OAuth connection, enter the required parameters, including the Client ID and Client Secret. Once all details are provided, click the Test Connection button to verify the setup.

ServiceNow URL - The ServiceNow instance URL provided by ServiceNow.
Username - ServiceNow Instance username.
Password - ServiceNow Instance Password.
Client ID - ServiceNow Instance Client Id.
Client Secret - ServiceNow Instance Client Secret.

If you are not able to connect to ServiceNow, then please check the user and its roles.

To establish a connection with ServiceNow, ensure you have the following users and roles:

Admin user: Any ServiceNow admin user account.
Integration user: Integration user account in ServiceNow with below listed roles:

itil
personalize_dictionary

Step 9: Enter a valid Atlassian user account ID and click on Save.

To manage the create and update functionalities, select the preference checkbox feature. This allows the app to control when data is sent from Jira to ServiceNow, based on selected options.

Step 10: Select the Create checkbox and click on save to create the incidents in ServiceNow.

Step 11: Select the Update checkbox and click on save to update the incidents in ServiceNow.

Step 12: To sync both create and update incidents, select both the checkboxes and click on Save.

To manage the attachment creation and update process, choose the attachment preference checkbox feature. This allows the app to control when attachment data is sent from Jira to ServiceNow, based on selected options.

Step 13: Select the Create attachment checkbox and click on Save to add an attachments while creating the incident in ServiceNow from Jira.

Step 14: Select the Update attachment checkbox and click on Save to update an attachment while updating the incident in ServiceNow from Jira.

Step 15: Select both the checkboxes and click on Save to create and update the attachment while updating the incident in ServiceNow from Jira.

Customer URL Form Configuration:

Step 16: Click on the ServiceNow table and select Incident or Change Request option based on your needs.

Step 16: Enter the below details in all the fields and click on save button.

Test Connection Endpoint	/api/now/v2/table/incident? sysparm_limit=1
Get Field Endpoint	/api/now/v2/table/sys_dictionary?sysparm_query=name%change_request%5EORname%3Dtask&sysparm_display_value=all&sysparm_fields=column_label,sys_name,name,read_only,max_length,active,mandatory,comments,sys_created_by,element
Create Endpoint	/api/now/v2/table/change_request
Update Endpoint	/api/now/v2/table/change_request/__sysId__
Add Attachments Endpoint	/api/now/attachment/file?table_name=change_request&table_sys_id=__sysId__&file_name=__fileName__

Enter the custom connection endpoint URL, otherwise it will take default one.

The ServiceNow Connector for Jira app has been successfully configured. Next, complete the field mapping settings to sync the incidents and issues.