Integrate Service Now and JIRA (Cloud)

Question

I am trying to help a client integrate their Service Now incident with my JIRA Cloud incident.  When I have done this in the past with other clients, we were able to use my credentials (admin) to link the 2 incidents.  However, those applications like Zendesk and Fresh Service appears to have a simpler set-up.  With Service Now, we were able to get the integration to work using an API, but now that client can see everything, I have access to including restricted information that they would never have access to by going through the interface (aka other clients ticket information and other client's projects).  I disabled the API until we get this sorted out.  How can I give this client access to only their project with a Service Now integration?

OpsHub - Enterprise class Integration and Migratio · Answer

Hi @Danielle Cantrell

Glad to hear that you already have experience with integration with applications like Zendesk. For integrating ServiceNow with Jira, you don’t need to set up or provide administrator access to the account used for API. A better option is to create a separate service account and restrict it with only the required permissions to read necessary data.

On the ServiceNow side, you can configure ACL for specific accounts and restrict with permissions. For the Jira side as well, you can define permissions to specific projects and fields. Also, while retrieving data, you can specify a list of fields for which data is needed, this will eventually help to reduce payload size as well.

Having more than a decade long experience in enterprise integration solutions, you may explore OpsHub, An Atlassian Silver Solutions partner that offers Integration between 60+ tools such as Jira, ServiceNow, Zendesk and others.

You can refer to this page which discusses about the common sync challenges and has an intuitive video about ServiceNow and Jira's bidirectional integration using the enterprise-grade sync tool,

OpsHub Integration Manager (OIM) supports user-based access control, so one can also control the configuration changes based on the user permissions. There is a Community (Free) edition of OIM available to integrate it with ServiceNow and Jira.

Hope this helps!

Mathieu Lepoutre _Exalate_ · Answer

Hello @Danielle Cantrell

The issue with ServiceNow's API exposing more information than intended can indeed be tricky. To ensure your client only has access to their specific project, you’ll need to apply strict API permissions or use middleware to filter the data.

Alternatively, you might consider a tool like Exalate. It enables granular control over what data is synchronized between ServiceNow and Jira, ensuring only the relevant incidents and fields are shared without exposing other sensitive information.

Hope that helps!

Thank you.

Kind regards,
Mathieu Lepoutre

Danielle Cantrell · Answer

We were able to resolve the issue