ServiceNow Jira Integration - Approval Process In ServiceNow

[Melissa C]

Hello, 

Has anyone integrated Jira with ServiceNow. Where Jira is the initiator of the initial communication. 

Background:

Company uses both Jira Datacenter (without Service Management) and ServiceNow 

We do have a Jira Project that, where a ServiceNow Request creates a Jira ticket and updates ServiceNow. 

Company does not want to use an additional plug in

Requirement:

Looking for an Approval Process, we can do this in Jira without an issue. But the Approvers are C suite executives, who will not have the bandwidth to login Jira to Approve.  We wanted to Send an Approval Request to ServiceNow, and let ServiceNow handle the @approval, allowing the Approvers a quick way to do so.

Has anyone done this? or can point me in the right direction.

[Dr_ Ankita Mehta-OpsHub_ Inc]

Hi @Melissa C

Hi Melissa,

That approach you’re thinking about makes sense. Having Jira trigger the workflow and letting ServiceNow handle approvals can work well, especially when the approvers are executives who won’t log into Jira regularly. A few practical things are worth thinking through while setting this up:

• Approval state mapping: Define how a Jira status like “Ready for approval” maps to the correct approval state in ServiceNow so transitions stay consistent.

• Update synchronization: Make sure the approval decision in ServiceNow flows back to Jira to move the issue forward automatically.

• Comment and context visibility: If approvers leave notes in ServiceNow, consider how those comments should appear in the Jira issue so the team has the full context.

• Trigger reliability: Webhooks or automation rules should be designed so duplicate triggers or missed events do not cause multiple updates or loops.

In your case, you may want to explore OpsHub Integration Manager, an Atlassian Solutions Partner. It enables no code, plugin free, bidirectional synchronization between Jira and ServiceNow. It preserves rich data like attachments, comments, and inline context, and works out of the box without custom scripts. You can have approvals and updates synchronized across both systems while letting each team continue working in their preferred tool.

You may want to refer to this Jira ServiceNow integration listing on Atlassian marketplace.

Good luck!

[Marc -Devoteam-]

HI @Melissa C 

In you jira workflow you could transition an issue to a certain status "ready for approval" and use an automaton rule or webhook to trigger an action in SN, that the SN ticket goes to an approval state

Just a quick brainwave.

[Melissa C]

Thanks!

That's what I was thinking!
Seems like its straightforward, I hope

[Marc -Devoteam-]

Hi @Melissa C 

If my answer helped you, guided your to, or provided you with a solution, please accept my answer.

Also to provide other users with a solution, asking the same quesiton