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20.Technical Specification-Phase-2

20.Technical Specification-Phase-2

Owned by Sharmendra Vishwakarma
Last updated: Dec 17, 2021

APP-140 - Getting issue details... STATUS

1.Objective

Develop plugin to integrate Jira SD to ServiceNow

2.Features


Sl NoFeatures
1admin user should be able to configure the connection parameters in screen 
2admins user should be able to map the JIRA SD and Service Now Fields
3Any change (create/update/edit) in JIRA SD should update the respective incident in ServiceNow
4Any change (create/update/edit) in ServiceNow should update the respective Task/issues in Jira SD


3.Solution Description


3.1 Task List

#TaskDescriptionDependent TaskOwnerStart DateEnd DateStatusRemark
1Local Environment SetupInstallation of JIRA SDK, Eclipse Setup





2Create ServiceNow InstanceRegister in ServiceNow with empyra email Id





3Connection Screen: Create UIScreen to enter the connection details





4Connection Screen: Edit UIScreen to edit the connection details





5Connection Screen : Details UIScreen to display the connection details





6Create the data model to store the connection detailsCreate database schema for storing the connection details





7Business Logic to save/edit the connection detailsImplementation logic to save the connection details





8Business logic to test the ServiceNow connectionImplementation logic to test the connection





9Business Logic to reset the connectionImplementation logic to RESET the connection





10Configuration Screen : Fields mapping JIRA SD and ServiceNowScreen to Mapp the Jira SD and ServiceNow fields





11Create data model to store the field mapping in dbCreate database table to store the mapping details





12Business Logic to save/edit/delete the configuration detailsImplementation logic to save/edit/delete the field mappings.





13Host the Jira Service Desk for ServiceNow ConnectivityAvailability of this will help ServiceNow to connect to Jira SD





14Implement Logger Implementation the logger1,2,3,4,5,6




15Create a listener for JIRA Issue events(Create/Update/Edit) in Jira SD (Create/Update)Need to check the deletion( Feature Not Required)





16Create incident-based on Jira issue creation based on saved mapping   Supported field: Summary, description, Text Field (single line) custom field 





17Update incident-based on Jira issue creation based on saved mapping   






18Listener for JIRA comments events(Create/Update/Edit) in Jira SD (Create/Update)Need to check the deletion( Feature Not Required)





19

Setup instance and prepare for demo.









20Listener for JIRA attachment  events(Create/Update/Edit) in Jira SD (Create/Update)






21Check the API to push the create/update of incident to Jira SDNeed to check to configure outbound message configuration in ServiceNow





22Setup client instance and support a single select field like priority 






23

Pushing the update from ServiceNow to Jira

Pull the incident update from ServiceNow and update Jira SD








24Create User Documentation in Confluence






25Test Cases






26Create OBR for the marketplace






3.2 Data Model


Sl No#Table NameFieldsField TypeDisplay NameDescription
1ao_snow_connidchar(36)Id


namestring(255)Connection URLService Now base URL


date_createddatetimeDate Created


date_modifieddatetimeDate Modified


created_byidCreated By


modified_byidModified By


user_namestring(255)User Name


passwordstring(255)Password


hash_passwordstring(255)Hashed Password


createbooleanCreateBy Default True


updatebooleanUpdateBy Default True
2ao_snow_config_masteridchar(36)



namestring(255)



date_createddatetime



date_modifieddatetime



created_byid



modified_byid



jira_project




jira_issue_type


3ao_snow_config_detailidchar(36)



namestring(255)



date_createddatetime



date_modifieddatetime



created_byid



modified_byid



ao_snow_config_idid



jira_field




snow_field


3.3 Field Mapping

Jira SD
ServiceNow
Display FieldField NameTypeDefaultValueDescription
Display FieldField NameTypeDefaultValueSample data
Need to create custom fieldIncidentText

To Capture Incident number of ServiceNow to JIRA SD

NumbernumberTextINC0010006








Contact type
DropdownNoneEmail,Phone,Self-Service,Walk-in
Reporter





Callercaller_idLookup
Users
Customer status





Stateincident_stateDropdownNewNew, In Progress, On Hold,Resolved, Closed , Cancelled
Request type





CategorycategoryDropdownInquiry / HelpInquiry / Help, Help, Software,Hardware,Network,Databaseinquiry







ImpactimpactDropdown3-Low1-High.2-Medium,3-Low







SubcategorysubcategoryDropdownNoneAntivirus,Email, Internal Application
Urgency



Critical,High,Medium,Low
UrgencyurgencyDropdown3-Low1-High.2-Medium,3-Low







Service
Lookup


Priority



High,Medium,Low,Blocker,Minor
Prioritypriority
5-Planning
5







Configuration item
Lookup
Looup to Configuration







Assignment group
Lookup
Lookup to Group
Assignee





Assigned to
Lookup
Lookup to users
Summary





Short descriptionshort_descriptionText

Laptop is not working
Description





DescriptiondescriptionText Area









Notes











Watch listwatch_list



Respond to Customer



If it is for Customer Comment, visibile to portal
Additional comments(Customer visible)
Text Area


Comment



Related Field, Internal Comment, not visible to customer
Work noteswork_notesText Area









Related Records











Problem
Lookup
Lookup to Problem







Change Request
Lookup
Lookup to Change Request







Caused by Change
Lookup
Lookup to Caused by Change







Resolution Information











Knowledge
Checkbox









Resolved byresolved_byLookup









Resolution code
DropdownSolved(Work Around)








Resolved




Resolution





Resolution notes
Text Area


Status

waiting for support
Depends on the workflow assigned






Component/s











Labels











Attachment



Related Field






Create Custom Field(SysIdText



sys_idsys_idId

4830a73a4f69041088adff6f9310c76d







sys_updated_onsys_updated_on


10-12-2019 12:40







sys_updated_bysys_updated_by


admin







sys_created_onsys_created_on


10-12-2019 05:56







sys_created_bysys_created_by


admin

3.4 API Details

EventsMethod
Sample InputTable

GEThttps://dev48910.service-now.com/api/now/v2/table/{tableName}

Create incident in ServiceNowPOSThttps://dev48910.service-now.com/api/now/v2/table/{tableName}

Get the incident details from ServiceNowGEThttps://dev48910.service-now.com/api/now/v2/table/{tableName}/{sys_id}


PUThttps://dev48910.service-now.com/api/now/v2/table/{tableName}/{sys_id}Content-Type: application/json

Sample URL:

https://dev48910.service-now.com/api/now/v2/table/incident/e471a4de4f31005088adff6f9310c723

Sample JSON for body

+{

"short_description" : "",

"comments":"Enter the comments"

}+

Note: Enter the field name which you want to update


Response: JSON response



DELETEhttps://dev48910.service-now.com/api/now/v2/table/{tableName}/{sys_id}


PATCHhttps://dev48910.service-now.com/api/now/v2/table/{tableName}/{sys_id}


GEThttps://dev48910.service-now.com/api/now/v2/table/incident?sysparm_limit=1&sysparm_offset=0


GEThttps://dev48910.service-now.com/api/now/attachment/file?table_name=incident&table_sys_id=4830a73a4f69041088adff6f9310c76d&file_name=test_note_1Content-Type: document/txt
Body: Binary		sys_attachment.list
Reference : table_name, table_sys_id
Get the Field Lists from IncidentGET
New URL:-


tableName=sys_dictionary

sysparm_query=name=incident^ORname=task

sysparm_display_value=all

sysparm_fields=column_label,sys_name,name,read_only,max_length,active,mandatory,comments,sys_created_by,element


4.References


Sl No#URLDescription
1https://developer.servicenow.com/blog.do?p=/post/dot-walking-in-the-rest-table-api-2/REST API to fetch data from table
2https://docs.servicenow.com/bundle/istanbul-application-development/page/integrate/inbound-rest/concept/c_AttachmentAPI.htmlFor Attachment