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Need to divert incidents to Servicenow

niranjan shetty_ie348c

Hi Team,

Looking for suggestions here, we are using JIRA Kanban board to manage our projects, but sometimes we receive incidents as well, we do not want this to happen, a total of 15% of incidents have been reported so far. On the impact side, these incidents gets piled up in our backlog and hence will be delayed with resolution of their issue.

Accepted answers

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Carlos Garcia Navarro

Hi @niranjan shetty ,

Can you please provide more details about who's entering the incidents and what the expectations are for these? I've worked with Jira projects with a mix of development tasks and customers incidents, where they corresponded to different issue types and were managed in different boards (using filters). Would that be a solution to your use case?

Also, you mentioned Service Now in the title. Is Service Now the system where the incidents should be?

Thanks,

Carlos Garcia Navarro

And welcome to the Community, by the way! :-)

Bhanu_ihv087

Hi @niranjan shetty Welcome to the Community!

If you have an integration with ServiceNow, Find a way(workflow button) to send the incidents over to service now using the integration.

Thank you,

Bhanu

niranjan shetty_ie348c

Hi Carlos,

Finally without getting distracted i am replying to this, everytime i open this window to reply i would be distracted all the way.
Ok, thanks for welcoming me into the community, i am much happy to be part of it.

Regular users are entering the incidents in our Jira Intake form, maybe they have this URL handy.

We use Kanban Boards to have work on projects and also regular requests but not Incidents at all.

Here is what we follow, use JIRA Intakes for any new requests or new projects, but for any Incidents we use Servicenow and Servicenow only for Incidents, Change requests, Problem tickets.

niranjan shetty_ie348c

Hi Bhanu,

Yes this will be a long term goal, but before that it would be better for us to mitigate users from submitting Incidents.

Bhanu_ihv087

Is Blocking the incident creation an option? If yes, you can do that using workflow and add a message asking the user to create an incident in servicenow, and also communicating about the same on the common teams / slack channels will help.

Carlos Garcia Navarro

Thanks for the information! Shouldn't the customers use a dedicated portal or URL that directs the tickets to ServiceNow instead of Jira then?

Dhiren Notani_Exalate_

Hi @niranjan shetty ,

Thanks for posting your question, this is Dhiren from the Exalate Team.

I would recommend you to try an integration solution like Exalate in this case.

You can synchronize Incidents from Jira to ServiceNow easily so that people from ServiceNow can start working on those tickets and all the updates from the Incident on ServiceNow can be synced again to Jira. This way a realtime integration can help you solve this issue and the resolution time issue will be fixed.

The tool also offers a Groovy Scripting Engine, so you can write you own logic and map any fields that you wish(system+custom) and it's very flexible and customizable.

Do let me know if you have any questions or concerns.

Thanks, Dhiren

Diana_Architect_ZigiWave

@niranjan shetty hey there. One more tool suggestion that could help you handle the Jira ServiceNow integration and the sync of data (incidents/tickets) between them is ZigiOps. It's a fully no-code integration platform (you can check it at the Atlassian marketplace) and offers instant bi-directional integration between them. Feel free to explore zigiops (test it via our free trial version) and if you have any questions - do not hesitate to drop them here.

Regards, Diana

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