Correlation between incidents and Jira Agile

[Linda Catlett]

We are using ServiceNow for our incident management, and Jira for our Agile teams.  I have found several methods to integrate between the two systems, performing 2 way integration.  However, this is generally between ServiceNow and Jira - NOT Jira Agile.  I don't understand the structure behind the boards / stories and tasks in order to know how an incident in Jira could show up as a task under a story in a Jira Agile board.  Has anyone done this?  If it sounds confusing, here's the 'meat'...  We have an agile board, and a story of "Production Support".  Any incidents (for this particular team) need to be shown as tasks under the production support story.  Ideally, prioritized but I'm not getting greedy - I'd just like to get them there.  Anyone?  Thanks in advance!

[Sebastian Kleinholz]

I recommend not to use a Scrum Board but a Kanban board for the incidents showing up for the Agile teams.

The reason is simple: incidents don't need to be planned every 2 weeks - they hurt immediately.

You can let them show up as what every you like. Issue Type: Bug, Incident, Problem ...

[Linda Catlett]

I'm still trying to find out how to tie them to a board, whether Kanban or Scrum.  We do want them to reviewed by the product owner, however, so they can be properly prioritized as all incidents do not have the same urgency.  I'm just struggling to find documentation on how to get an incident that's created elsewhere, tied to the proper board.

[Nic Brough -Adaptavist-]

Boards are not a container or "tie" for issues, they are a view that selects for issues.

You need to decide what makes an issue belong to a board and then select for it.  At the most blunt, you could even just say "Issue in (ABC-123, DEF-456)" and those two would appear on the board, because you've selected for them.

I wouldn't do that on the most part, but I would do things like "and label = needonmyboard" or "issuetype = incident"

[Linda Catlett]

Thanks, Nic, that's a helpful explanation.