Automate Data Sync from JSM to ServiceNow

Question

Hello,

we have a JSM 5.3.3. where our Client will create Tickets via REST ...

If these JIRA Tickets get a certain status, the value of certain fields have to be sent back to ServiceNOW.

Is there any option to make it within JIRA without any Plugins?

"Automate" ist meanwhile part of the Data Center Version and it could be used to check the status and trigger a script?

What kind of option do we have?

1. Scriptrunner for JIRA would be optimal, it is however very expensive for this simple operation

2. Could we initiate with Automate a simple REST operation wie PATCH / POST directly to ServiceNOW?

Best regards

Istvan

Atlassianist · Answer

@Diana_Architect_ZigiWave @Dhiren Notani_Exalate_ @Bobby Bailey

Hi,

thank you for offering us your product

I personally would prefer a plugin anytime over syncing REST via Webhook / Automation.

(As a financial question it does not depend on me (unfortunately))

Perhaps you can tell my some very good arguments why Communication via REST and Webhook is no longer a good solution.

I personally think implementing via REST-Calls is not a good solution in 2023 because of the reasons as follows:

- Basic auth - despite of HTTPS is not as secure as it should be

- configuring REST API and JSON Records is not really a scalable and efficient way of production-ready-workflows because it is unflexible and it costs too much time to implement a unique solution for a client.

- it is also not scalable because a new destination (to sync to) would require a new JIRA Workflow and API Configuration.

- at our client Webhook via Rest needs more testing time, which can me difficult if a client does not have any test environment. Configuring / testing cost less time, which is better it is has to be implemented in productive environments.

What we really need, would be the transparent option for our client to limit the permission of our service user as much as possible. The client is afraid to open the "door too wide" if a plugin is implementied which cannot be limited as much as he requests ...

***

Where do you see the main advantages of your product over webhook based REST-Calls?

Thank you very much for your opinions.

best regards

AI

Diana_Architect_ZigiWave · Answer

@Atlassianist hi there. It is possible to achieve this without a plugin but it might take a lot of time. In case you're open to the idea of using external help - check out ZigiOps. It's 100% no-code that integrates bi-directionally, does not save any of the data transferred between the connected systems, and can be customized in various ways to fit various use cases. Feel free to explore ZigiOps. you can even try it yourself via the free trial version.

Regards, Diana (ZigiOps team)

Dhiren Notani_Exalate_ · Answer

Hi @Atlassianist ,

Yes there is a possibility by creating a custom solution by using REST API's for this via POST but it could be very time consuming to implement and difficult to maintain and support in the longer run.

I would recommend you to try out an integration solution like Exalate to solve this issue.

Exalate is a completely decentralized, bidirectional synchronzation solution which can help you sync ServiceNow tickets with Jira Issue and you can even choose what information needs to be shared between both the systems independently.

You can map statuses even if the workflows are completely different, map resolutions and close codes/close notes etc.

Please be known that I am working with Exalate as a Pre-Sales Engineer.

Thanks, Dhiren