ServiceNow Connector for Jira app Configuration

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

Integration Settings: 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: Enter the below details.

ServiceNow User : ServiceNow login user name.
ServiceNow Password : ServiceNow login password.
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.

Test the connection using the Test Connection button before clicking on the Save Connection.

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:

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personalize_dictionary

Step 5: Enable Issue Events to control the create and update functionality, from Jira to ServiceNow.

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.

Select the Create checkbox to create the incidents in ServiceNow.

Select the Update checkbox to update the incidents in ServiceNow.

Select both the checkboxes to create and update incidents.

Step 6: Enable Attachment Events to control the create and update functionality of attachments, from Jira to ServiceNow.

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.

Select the Create checkbox to add an attachment while creating the incident in ServiceNow from Jira.

Select the Update attachment checkbox to update an attachment while updating the incident in ServiceNow from Jira.

Select both the checkboxes to Create and Update the attachment while updating the incident in ServiceNow from Jira.

Step 7: Click on the Save Connection button to save the connection details.

A Success message appears.

2. Custom URL Form Configuration

Step 1: Click on the Api Configurations. Custom URL Form will appear.

Step 2: Click on ServiceNow Table dropdown and choose Incident or Change request based on your operational requirement.

Step 3: 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%3Dincident%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/incident
Update Endpoint	/api/now/v2/table/incident/__sysId__
Add Attachments Endpoint	/api/now/attachment/file?table_name=incident&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.