Jira and ServiceNow interaction

Question

Dear all,

We have a customer case where we need to interact with ServiceNow and based on that we have few best practices question.

Q1 : They are different plugin available and using also Webhook on the market to setup communication between the 2 environment. Based on that on which side the plugin need to be installed if any . Either on Jira side or Either on Service Now side ?

Q2 : From Jira we need to send an information to Service now in order to create a Change request at serviceNow side. We have actually 2 different approach. Either having a Jira field we set to true, then when SNow receive that field he knows that a change need to be created. Or working with Jira Issue status change

Thanks for sharing your though on this in terms of best practice

regards

Katarzyna Szumilas_Deviniti_ · Answer

Hi @serge calderara

I see that your post has been published some time ago, but in case you are still struggling to find the right solution (or if any of the current Marketplace visitors is), let me answer your questions below:

Q1 : Based on that on which side the plugin need to be installed if any . Either on Jira side or Either on Service Now side?

My team is responsible for the development of Issue Sync for ServiceNow app and this plugin needs to be installed only on the Jira side. Issue Sync uses Jira instance as bridge but configuration and data synchronization is managed on a dedicated cloud platform you will be redirected to during installation.

Q2 : From Jira we need to send an information to Service now in order to create a Change request at serviceNow side. We have actually 2 different approach. Either having a Jira field we set to true, then when SNow receive that field he knows that a change need to be created. Or working with Jira Issue status change.

With Issue Sync app you can use a custom JQL filter to limit the scope of synchronization and  define which issues (for example the ones with a certain custom field value or in a given status) will be synchronized to ServiceNow and another way around. You can decide which issue type (Change request, Incident, Service Requests etc.) to create and what elements (fields, attachments, comments) to sync.

Feel free to test the app or book a free demo session with our support via Calendly.

Best regards,
Kasia from Deviniti

Syed Majid Hassan -Exalate- · Answer

Hi @serge calderara

This is Majid @ Exalate.

I am not sure if you have already done this or not, but posting here so that this might help someone else. In order to fully synchronize your Jira instance to ServiceNow bidirectionally, you can utilize an an integration app such as Exalate. The app provides you fully customizable synchronization between any ticket type n ServiceNow to Jira issues.

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

Thanks

Majid

Diana_Architect_ZigiWave · Answer

@serge calderara , sorry but i could not fully understand if there was a question.  i suppose the method of connecting the two depends on the particular needs. i can propose you look at a probable solution - a tool called ZigiOps. It's a no-code integration platform that connects the two systems bi-directionally. It can be customized to fit your use cases. ZigiOps also syncs any fields and can transfer various kinds of data (again, based on the use case). Feel free to check it out and even book a demo if you have time and want to see it in action.

Regards, Diana (ZigiWave)