Service Now

[Raffaele Pellicciotta]

Hi I read about ServiceNow Connector but I need to know if the following use case is supported. The customer creates Indicents/Service requests on Service Now and I would like to process these items in JIRA. Can I have JIRA synchronized with Snow? I read about the contrary (Snow synchronized with JIRA items) but I need the JIRA synchronized with Snow.

[Dirk Ronsmans]

Hi @Raffaele Pellicciotta  and welcome to the community,

What connector are you referring to specifically? I'm assuming an app/addon? As a lot of these exist they can have a different featureset.

I recently had a demo of a connector called Exalate which seems to be exactly what you want to do. (2-way sync and initiated on either side)

[Raffaele Pellicciotta]

I am referring to ServiceNow Connector for Jira (in Atlassian Market Place). It was the first I met but I don't understand if it is possible to use it when tickets are generated from Service Now.

[Dirk Ronsmans]

I'm going through the documentation (https://empyrajira.atlassian.net/wiki/spaces/HC/pages/456491031/ServiceNow+Jira+Integration+for+Server) and from all their diagrams I only see the initiation of the ticket coming from JIRA.

Updates afterwards tho seem to be able to come also from ServiceNow.

If you want to you can give them a call (just to be sure):

• Mon - Fri 9:00AM - 5:00PM EST
• +1(330) 744 5570

I have no personal experience with this specific app so if this is really the one you want, I'd crawl through the documentation (if you havent yet) and if something isn't clear contact them directly to be sure.

[Raffaele Pellicciotta]

Thanks a lot. I had the same doubt

 Raffaele

[Jose Lobo]

Hey @Raffaele Pellicciotta 

I'm Jose, from the Exalate team.

Just like @Dirk Ronsmans mentions.

You can integrate Jira and ServiceNow very easily through an Exalate conneciton. 

You can connect any ServiceNow entity (Incidents, Service Request, Request Item, etc) to Jira issues in any project, it could be started from any of the two ends.

You will also be able to sync any field (custom or not) bidirectionally.


This guide might be interested for you:

• Jira ServiceNow Integration: How to Set up an Integration in 6 Steps

Let me know if this helps you in your solution search 🙂

Best regards,