Integrations with ServiceNow

[Srikanth Ganipisetty]

Hello, 

We're trying to integrate ServiceNow Integration with JIra Software (Server). Which apps/3rd party tools do you recommend? I would be more thankful if we have step-wise approach. 

Thanks,

Srikanth Ganipisetty

[Jose Lobo (Solutions Architect at Exalate) · Accepted solution]

Hey @Srikanth Ganipisetty 

Thank you for posting in the community,

What kind if data do you want to sync?

You can connect your Jira Server to any ServiceNow entity (Incidents, Service Request, Request Item, etc) very easily through an Exalate connection.

This step by step guide might be interested for you:

• Jira ServiceNow Integration: How to Set up an Integration in 6 Steps

There are also all these posts with similar need that might work for reference:

• https://community.atlassian.com/t5/Jira-questions/Jira-amp-ServiceNow-Integration/qaq-p/1675971
• https://community.atlassian.com/t5/Jira-questions/Jira-ServiceNOW-Integration/qaq-p/1385455

Let me know if this helps you in your solution search 🙂

[Srikanth Ganipisetty]

@Jose Lobo (Solutions Architect at Exalate) Thanks for sharing. Let me try out these steps, I'll post it here for others to use. 

[Rob Horan]

@Jose Lobo (Solutions Architect at Exalate)  - I do so wish the connections were simple, but there are many things which are just not very clear from the documentation. 

Priority mapping is definitely complex.  Another piece that continues to be difficult - syncing comments.  Using the recommended script changes in the documentation, when SNow sends to Jira, the user name of the SNow user is added to the comment.  This is not at all true of the reverse: when a Jira comment syncs back to ServiceNow, only the body of the comment is transmitted.  I haven't found a way to work around this, to send more information from Jira to ServiceNow. 

That's been the heart of the difficulties.  To say there's not a lot of hand holding in the documentation is kind of an understatement :)

[Jose Lobo (Solutions Architect at Exalate)]

Hey @Rob Horan ,

This document should help you with the priority sync:

• How to sync priority field 

When it comes to the comments, each product has its own API restrictions.
As you mention, some include the use some don't. How does this affect your synchronization?

We have consultancy plans with our Engineers or Exalate Partners. Would you be interested in learning more about this?

[Rob Horan]

Sure, that sounds great - and we got past the Priority part :)  Comments have been another matter.  I found a post in the Exalate community that said something along the lines of "build your own comment to send" and then offered absolutely no details on how to actually do it.  It was soul crushing.

[francis]

Hi @Rob Horan 

What document are you referring to?

So - what type of comment sync do you need.

* Direction
* Create your own comments
* Internal notes or customer visible comments

[Rob Horan]

We found that when syncing comments from SN to Jira, the username of the commenter was prepended to the comment, which is great.  From Jira to SN, only the comment text made it through.

This is the community page: https://community.exalate.com/questions/11342817/how-do-i-impersonate-comments-in-jira---servicenow

"For Jira to SNow comment passing, currently the author can't be passed. However, you can do a workaround by "building" a comment with the Jira author in it and pass that to SNow."

---------------

After this we're trying to tackle due date, reporter, status (but only when the Jira issue closes), Assignee, and watchers

[Diana_Architect_ZigiWave]

Hi, @Srikanth Ganipisetty 

I'm Diana from ZigiWave. Our no-code integration platform ZigOps will help you connect ServiceNow and Jira in a matter of minutes. It allows the transfer of default fields and fields between the systems, and syncs them in real-time. Our tool reads the schema dynamically and can transfer any fields.

If you want to see how it works in action: book a technical demo. 

[Brad Peterson]

Hi @Srikanth Ganipisetty,

OpsHub Integration Manager (OIM), supports the bi-directional integration between ServiceNow and Jira out of the box. Some popularly synchronized entities between ServiceNow and Jira include Story, Defects, and Test Case.

A datasheet outlining ServiceNow-Jira integration can be found on https://www.opshub.com/servicenow-integration/servicenow-jira-integration/

For more information, contact sales@opshub.com.