Service Now integration with Jira

[Denise]

We are looking to integrate Service Now to our Premium Jira instance.

In our company, all our incidents are opened in Service Now and all our application development is done in Jira. 

1- We would like to be able to replicate the ticket from Service Now to Jira in the right project where the developers are working.

2- We would like for the ticket in Service Now to be updated with the status of the ticket in Jira (fixed, closed)

3- What is the best integration app being used by other Jira users to complete these tasks and have a successful integration.

Thanks

Denise 

[Dirk Ronsmans · Accepted solution]

Hi @Denise ,

I've had a little bit or experience with Exalate https://marketplace.atlassian.com/search?query=exalate 

The main reason for me to choose this one was the flexibility in what you pass between the tools and also the ability to not just have a one to one platform sync but integrate with multiple different tools.

They are required on both sides to be installed (cause the apps will talk to eachother).

Not affiliated with them, just my experience :)

[Denise]

Thanks for the feedback I used Exalate between two instances in Jira in the past and was not happy with it.   

[Dirk Ronsmans]

@Denise ,

Might I trouble you to elaborate what was the problem/why you weren't happy with it? They have improved a bit over time (they now have a visual configurator too).

I'm looking to use them once more for a Cloud to DC sync so would love to hear your troubles :)

[francis]

Thanks @Dirk Ronsmans for the support

Hi @den

I'm Francis product manager for Exalate - and I believe we have been talking in the past. 

I can understand your reaction.

Exalate indeed evolved quite a bit, and the problems encountered at the time have been addressed.   Can you reach out to us (here), and we'll make sure that Exalate is meeting your requirements.

Francis

[Jack Brickey · Accepted solution]

this might be better as a discussion than a question as there likely isn't a 'right answer' except for the one that works for you. ;-)

I suspect you have perused the Marketplace for possibilities - servicenow-connectors . I have not used any add-on apps for SNOW personally.

I have a single case where I am integrating w/ one of my customers SNOW instance and the requirements are pretty basic - keep their SNOW ticket updated based upon our system updates and this is don't completely via email notifications. They receive updates from us and they extract the pertinent info and update their SNOW instance. Not something that is ideal or scalable IMO. 

Obviously, creating your own solution w/ the APIs is an option as well.

[Denise]

I wanted some experienced user feedback before trying to review what was in Marketplace. 

[Denise]

Jack do you want me to move this to discussion? 

[Jack Brickey]

nah...no big deal

[Jack Brickey]

understood. i did a quick search in the Community and found quite a few discussions but nothing that really struck me as a recommendation - servicenow+integration . usually in these cases I do two things: read the Community posts, read the add-on reviews and book demos if offered. I also look for things like number of users, version release activity, etc. Of course all of this is pretty obvious stuff and unlikely it is helping you make any informed decision. :-(

[Denise]

I know why to LOLL because Jira Service Desk is better than Service Now .... my opinion. 

Thanks a lot for your recommendations will do all of that. 

Denise

[Eric Smith · Accepted solution]

Hi Denise! I understand your struggle. We were looking for such a tool last year and ZigiOps popped-up here in the marketplace. We are happy with it since its easy to setup (I am not a highly technical person myself) and syncs all data between systems in real-time. Only thing is they do not have support on Saturdays and Sundays, but promised to change that.

I hope this helped.

Best,Eric

[Getint_io]

Hi @Denise , I'm not sure if your issue is solved - but hopefully, you're still looking for a good solution.

About a year ago we have published an alternative to ConnectAll and Exalate, called getint.io. 

We can do exactly what you described - replicating the tickets, moving statuses in both directions, syncing attachments, comments, and custom fields. All that for a much better price, for any version of Jira, in a very fast and user-friendly way.

Here is the link to the Marketplace: https://marketplace.atlassian.com/apps/1223935/getint-for-servicenow-integration?hosting=server&tab=overview 

And to the website, if you'd like to read more https://getint.io/

I would be more than happy to discuss your case,

Hope it helps,

Jacek