JIRA Service Management and ServiceNOW - bidirectional Sync with some basic fields

Question

Hello,

we have a JIRA Service Management Instance (OnPremise, DataCenter) which has to be synced with the ServiceNOW System of our client.

There are of course some plugins for such tasks ...

Problems:

1. We do not have the budget

2. the plugins gives us too many permissions in SNOW of the client. --> the clients doesn´t agree to use them ...

We have to therefore use python Scripts and access via REST, which is not really efficient

The following fields have to be exchanged:

* UID1: Incident Nummer (ServiceNow)
* UID2: Incident Nummer (Jira)
* Short Description
* Description
* Status (Mapping can be necessary)
* Solution, Comments (Jira -> ServiceNow)

my question:

1. Is it possible to make a bidirectional sync with Python scripts (Atlassian has - as I know - a library for such tasks.)

2. would it be better to use Webhooks? I think webhooks should be configured in both systems. In this case also the client had some tasks to solve ... Do I understand it correctly?

3. Do you have any other idea to solve this problem as efficient as possible?

Also a Plugin would be OK, if it doesn´t cost too much and can provide us with automated sync between the systems. It would be necessary that the client has the opportunity to gives us as few permissions as possible.

Thank you very much for your ideas and suggestions.

Best regards

Istvan

Bobby Bailey · Answer

Hi @Atlassianist

What are you are looking to do is possible with Stitch It, an Integration Platform from the people behind ScriptRunner.

As with ScriptRunner, Stitch It gives you the ability to write code that performs integrations between your different tool sets. For your specific requirement, there is already a template available that provides you with all the code and a guide on how to configure it to meet your specific needs.

Stitch It is a Many to Many integration platform, which means it allows you to perform bi-directional integrations between any tool you have with a HTTP REST API.

In terms of permissions, you will only need to grant Stitch It access to SNOW's REST API (Creating a SNOW Managed Connection will walk you through that process) and create a webhook in SNOW to communicate with Stitch (Again, a step by step guide on this in available in-app).

In regards to cost, Stitch It is in Open Beta, which means that right now it is free. We are looking to do a full release at the end of September, at which point our pricing will take effect. You can find the pricing details here: https://www.adaptavist.com/products/other-apps/stitch-it/stitch-it-pricing

You can access Stitch It here: https://stitchit.app/
And a link to the template that matches your needs can be found here: https://stitchit.app/template/01GMT114JSESH9PQRYX18X3A8W

If you have any questions I would be happy to help or jump on a call to answer any of them!

Kind regards,

Bobby

Mathieu Lepoutre _Exalate_ · Answer

Hi Istvan

Its my understanding that you have three routes to sync SNOW with Jira for your use-case.

First would be python scripts using Atlassian's library which can be a cost-effective solution but might not be the most efficient.

Second would be webhooks which provide real-time sync but come with some configuration and client tasks.

In my opinion I would get something like Exalate that can be an option it offers granular integration control and works super fast, I have been using if for a bit and it works perfect for this type of use-case.

Hope to have helped you