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Need to integrate ServiceNow with Jira without app

Shanmuka

Hi Team,

We are in process of integrating our Jira service desk with service now. From ServiceNow side they are successfully creating service request in JSD project by using API. But ServiceNow people are expecting response from Jira side like this ticket is created with this id so that they can link incident from their side to service request from Jira. Do we need to build any integration interface by using API from Jira side to achieve this or is there any app for this requirement.

If it is achieved by API/ Web hooks then pls let me know how to build that? Since I don't have any prior experience on integration or using API/Web hooks , I am requesting some detailed steps on how to do that.

Or its achieved by app the do lets me know best suitable app?

Our company is looking for custom integration without any APP.

Accepted answers

Charlie Misonne

Hello,

When you create an issue in Jira via its REST API it will respond with the create issue key together with other data.

See https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/#servicedeskapi/request-createCustomerRequest if you are creating a JSM customer request

And https://docs.atlassian.com/software/jira/docs/api/REST/8.13.14/#issue-createIssue if you use the regular issue creation.

Both documentation pages show an example of what the response looks like.

If Service Now can parse this response I think that's all you need.

All comments

Charlie Misonne

Hello,

When you create an issue in Jira via its REST API it will respond with the create issue key together with other data.

See https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/#servicedeskapi/request-createCustomerRequest if you are creating a JSM customer request

And https://docs.atlassian.com/software/jira/docs/api/REST/8.13.14/#issue-createIssue if you use the regular issue creation.

Both documentation pages show an example of what the response looks like.

If Service Now can parse this response I think that's all you need.

Shanmuka

Hi @Charlie Misonne Thankyou for the explanation. My next question is if we want to implement same thing from Jira side, i.e. Bi directional flow. What would be need to do from Jira. I heard web hooks is starting point but TBH I have no idea about how to use that. can you please guide me on this.

Also in our case we created JSM project . In order to access JSM project, SNOW needs to use JSM API only right? not the Jira API.

Thanks,

Shan

Charlie Misonne

Hi Shanmuka,

If you want to make it bidirectionaly you can use webhooks indeed. Webhook configuration can be found under System -> Webhooks

A webhook is triggerd by an event and will fire a POST http request.
For the http request you will need to use the Service Now REST API.

In my experience those webhooks are not very flexible and you might want to look at Jira Automation instead which can use send web request as an action. The advantage here is you can chose the http method (not only post) and construct the request body yourself.
Jira Automation is included in Jira Data Center. On server it requires a separate license for the full version but server is only supported until 2 FEB 2024.

About the JSM/ Jira API: it really depends on what is needed. Sometimes a combination is necessary. But for creating a request in the customer portal you definitely need to use the JSM API.

Shanmuka

Hi @Charlie Misonne

Thanks again for the response.

Can you guide me to where to find example or can you provide an example on how to create automation rule to achieve my requirement.

Thanks

Shan

Diana_Architect_ZigiWave

Hi, @Shanmuka

Hope you've resolved your problem. If you ever need to make the integration between ServiceNow and Jira SD again, feel free to check out ZigiOps. It's a no-code integration platform that allows you to easily connect those systems bi-directionally. It allows the transfer of default fields (incident, task, bug, story, etc) + custom fields between the systems and syncs them in real-time. Our tool reads the schema dynamically and can transfer any fields. If you ever want to see how it works in action: book a technical demo.

Regards (Diana from ZigiWave)

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