ServiceNow Jira Integration for Server

.

1. Introduction:

Many companies use ServiceNow and Jira for their different teams for different purposes. Many times engineering and product team uses Jira, while customer support and operations team are on ServiceNow. This App is designed to bring these two disprate systems together. This app allows for seamless bi-directional sync between ServiceNow incidents with Jira issues.

2. App Installation:

Go to Atlassian Marketplace and search for “JIRA ServiceNow Connector”

Step 1: Login as JIRA administrator. Go to -> Administration -> Add-on -> Find Add-on 

Step 2: Find the "Jira ServiceNow Connector" and click "Install".

3. Overview:

 

  • If a user creates an issue in Jira then it creates an incident in ServiceNow.

  • It syncs all values from Jira Issue to ServiceNow incident including component, reporter, assignee, custom fields, attachment, and comments based on the mapping of the fields.

  • If user updates incident in ServiceNow then it updates the same values in the Jira issue.

  • It links the Jira issue key to the ServiceNow field and ServiceNow incident number to Jira Issue.

  • Users can easily track changes and sync between two different systems using this seamless integration.

4. Configure in JIRA:

Integration Settings

Step 1: 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 2: Click on “Edit Integration Settings” and enter admin user, password ,ServiceNow API URL and Jira Integration User then click on test connection. If test connection is successful then click on “Save Connection”.

  • ServiceNow User : ServiceNow login user name. You can get from ServiceNow

  • ServiceNow Password : ServiceNow password. You can get from ServiceNow

  • ServiceNow API URL : ServiceNow login url.

  • Jira Integration User: Create an integration user in Jira and use this user to connect from ServiceNow to Jira. Give appropriate permission.

 

Fields Mapping

Pre-requisties for field mapping

Create custom fields in JIRA

Sl No

Field Name

Field Type

Sl No

Field Name

Field Type

1

Data Source

Text

2

Service Now Incident Number

Text

3

Sys ID

Text

*Note: Add the above field in issue screens

Custom Field in ServiceNow

Sl No

Field Name

Field Type

Sl No

Field Name

Field Type

1

Jira Issue Key

String

 

Step 3: Click on “Fields Mapping” menu and select the project, issue type, Jira field, and ServiceNow field then click on “Add” to save the mapping.

Note: Please refer to the below sample mapping between the Jira field to ServiceNow field.

Minimum field mappings required to create & update incident in ServiceNow

  • Summary => Short Description

  • Description => Description

  • Service Now Incident Number => Number

  • Service Now Incident Sys Id => Sys Id

  • Data Source => Data Source

  • Comments => Additional Comments

Minimum field value mappings required to create incident in ServiceNow

 

5. Configure in ServiceNow for Synchronization:

This configuration is needed to support real time sync from ServiceNow to Jira. Please contact us at atlassian@empyra.com . Scripts are developed in ServiceNow to push the changes from ServiceNow to JIRA

5.1 Configuration

  • Configure outbound rest message

  • Create business rules to push data from ServiceNow to JIRA

Configure outbound rest message

  • Name : Enter valid of outbound rest message

  • Description: Description of outbound rest message

  • Endpoint : URL of your Jira application

Note: If Jira is behind the firewall, you can add mid-server details .

Step1: Create the Outbound Message

Step 2: Create HTTP method to Update Issue:

As shown in below screenshot, Click New

 

  • Name: Enter any name

  • HTTP method : Select PUT

  • End point: Enter the Jira endpoint for issue update

 

Step 3 : Create business rules to push data from ServiceNow to JIRA

  • Give name of Business Rule

  • When to run : Enter when to run it

  • Actions : Set your field values

  • Advanced : Write script

 

Click on Advanced Tab-> Enter the update script

5.2 Field Support for Incident

Field Label

Field Name

Type

Field Label

Field Name

Type

Number

incident.number

string

Short description

incident.short_description

string

Description

incident.description

string

State

incident.state

choice

Additional comments

incident.addedComments

journal input

Assigned to

incident.assigned_to

reference

Assignment group

incident.assignment_group

reference

Caller

incident.caller_id

reference

Category

incident.category

Choice

Impact

incident.impact

choice

Priority

incident.priority

choice

Urgency

incident.urgency

choice

Problem

incident.problem

reference

Work notes

incident.work_notes

journal input

Work notes list

incident.work_notes_list

list

…..

….

Note: All fields of Incident table. Provision to map the field values in Jira

6. How it works:

Step 1: Click on the “Create“ button to create an issue in Jira then enter the project, issue type, and all mapped fields like summary, description, data center, and customer data protection, etc. Click “Create” button to create issue in Jira.

 

Step 2: Click on issue which you created and check the ServiceNow incident number. If ServiceNow incident number is not empty then the same the incident got created in ServiceNow.

 

Step 3: Check the same incident number(INC0010290) in ServiceNow. If the values of the mapped field are correct in an incident of ServiceNow then the configuration of integration is done. Jira Issue Key populated also populated as shown in below screenshot.

 

Step 4: Enjoy this seamless integration between Jira to ServiceNow

7. Release Note:

Version 1.4 (Latest: recommended)

  • Attachment issue fixed

  • Jira issue update feature with integration user

  • Provision to reset the integration setting and field mapping

  • Provision to clear logs created by the plugin.

Version 1.0

  • Integration setting between Jira to ServiceNow

  • Mappings fields between Jira to ServiceNow

  • Support for all Jira field, custom field, attachment, and comment

  • Jira issue update feature on incident update in ServiceNow