Has anyone integrated Service Now with Jira?

[Vijay Venkataramani]

We wanted to integrate Jira with Service Now and would love to know their experiences with that integration.

[Syed Majid Hassan -Exalate-]

Hi @Vijay Venkataramani

This is Majid @ Exalate. 

There are many ways to do this integration, but they essentially fall into 2 categories i.e. the DIY approach using webhooks, or using an app to get this done. While the DIY approach gives you a great level of control over the integration, it is much harder (and in most cases more expensive) to maintain. 

In order to fully, synchronize any entity within ServiceNow to Jira, you can utilize our integration solution Exalate. The app provides an extremely granular control over the integration to suit your specific business requirements. 

Please feel free to book a customized demo if you would like to see the product in action. 

Thanks

Majid

[Brad Peterson]

Hi @Vijay Venkataramani,

You can achieve integration between ServiceNow and Jira by using Scripted REST API to receive the data from Jira and a REST message to send the data to Jira. However, this needs in-depth technical expertise and investment of resources and time from your side to accomplish the job. For more information, you can refer to the documentation on Scripted REST APIs.

If you are looking for a less technical alternative for ServiceNow and Jira integration, you can choose OpsHub’s free Community Edition, which integrates standard entities. An Atlassian partner and a certified integration tool, OpsHub offer a federated integration platform that can help ease your integration journey.

OpsHub also takes care of the following use cases: 

• Format retention: ServiceNow uses HTML text formatting, while Jira uses Wiki markup text formatting. OpsHub retains the format when integrating data between ServiceNow and Jira.
• Assignment group – project: Jira users use Projects, whereas ServiceNow users often use 'Assignment Group' or some other field, for organizing their data. With OpsHub, data can be mapped across different Jira projects based on the ServiceNow Assignment group.  
• Data Granularity: OpsHub also integrates history between ServiceNow and Jira. E.g., between the two syncs, if the user modifies the status from Open -> In Progress -> Resolved in Jira, OpsHub allows users to see the exact transition (Open -> In Progress -> Resolved) happening in ServiceNow too.
• Field-level conflict management: If you are looking to integrate data bidirectionally, data may be updated simultaneously in ServiceNow and Jira, causing conflicts. OpsHub supports Field-level conflict management to maintain consistent data across ServiceNow and Jira. 
• Supported entities: All System and Custom Tables on ServiceNow and all System & Custom Issue Types, Sub-Task Types, Version, and Worklog on Jira are supported by the OpsHub.

OpsHub’s Commercial Edition additionally supports the integration of more advanced data.

You can reach out to OpsHub’s integration experts for an initial free consultation and discussion of your use case and planning of integration strategy.

Thanks

Brad

[Diana_Architect_ZigiWave]

@Vijay Venkataramani hello! As Majit already mentioned, there is more than one way to achieve integration between Jira and ServiceNow. It's up to you to choose which way to do it - based on your use case, technical resources, timeframe for achieving the integration and etc.  You can check out the Atlassian marketplace to see what's being offered. In case you decide to take a closer look and even try 3rd party solutions, feel free to look at ZigiOps. It's a no-code integration solution that can help you connect the two bi-directionally in no time. It can be customized to fit various use cases. ZigiOps allows the transfer of default fields (incident, task, bug, story, etc) & custom fields between the systems and syncs them in real-time. Do not hesitate to explore it and if you think it would be useful (and interesting) to see it in action, you can book a short demo meeting.

Regards, Diana (ZigiWave team)