ServiceNow integration with Jira using Webhooks and API

[Nikola Perisic]

Hello all,

We are in the process of integrating the ServiceNow with Jira and we would like to do this with the webhooks. The main goal is that when the incident is raised from ServiceNow to also be raised in Jira where it also copies all of the comments from ServiceNow to Jira.

How we can achieve this, I saw the documentation for both Jira and ServiceNow, but this really didn't work for us.

Can you help?

Thanks!

[Dhiren Notani_Exalate_]

Hi @Nikola Perisic ,

Thanks for posting your question here.

I am Dhiren, one of the Solutions Engineers working at Exalate.

To sync Jira Issues with ServiceNow tickets I would recommend you to try out a completely decentralized and bi-directional integration solution Exalate.

With the Groovy based scripting engine, you can sync your own information between the 2 systems and it's very customizable.

We also have a free forever plan with some limitations.

In case you want to evaluate the solution to it's true potential, we do have a 30 day free trial.

Let me know if you need more help.

Thanks, Dhiren

[Bobby Bailey]

Hi @Nikola Perisic , 

If you are looking for an additional tool that can help you achieve this, you can use ScriptRunner Connect. 

SRC has Managed Connections and Managed APIs for both Jira and ServiceNow, as well as Event Listeners. This makes it simple to listen for an event from ServiceNow, and write a script that sends the event data to Jira. 

We also have a template (with all of the scripts and configuration done, you only need follow the readme) that creates a two way sync between ServiceNow and Jira. 

So, if you just want to achieve your initial goal of raising a corresponding ticket in Jira for a ServiceNow incident, you would just create a workspace, create an Event Listener for ServiceNow and follow the setup instructions. Then in your script would just look like this:

    const createResponse = await JiraCloud.Issue.createIssue({
        body:{
            fields:{
                issuetype:{
                    name: "Story"
                },
                project:{
                    key: "WEB"
                },
                summary: /*Servicenow payload data*/
            }
        }
    })

Or if that is just the first step and you are looking to move towards a full integration, you can start with the template. 

You can get started with ScriptRunner Connect for free today by creating an account here.

Does this help? Let me know if you have any questions!

Kind regards, 

Bobby

[Nikola Perisic]

Hi @Bobby Bailey 

Thanks for the answer! Just to check, this plugin is free right? And also we are looking for a bi directional communication, but our main focus is when the incident is raised in ServiceNow it also needs to be raised in Jira.

[Bobby Bailey]

Hi @Nikola Perisic , 

Just to clarify something, this tool is not a plugin that you will find on the Marketplace, this is a standalone tool. 

This means the pricing model is different, and not based on your Jira seats. 

Instead, we price based on usage. So, there is free forever tier that allows you to test the product and ensure it meets your needs. However, there is a limitation on Script Executions that will be the limitation if you want to start using it for live data, you would likely need to move to a paid plan. 

Below are the plans we offer:




So, unless you have a massive instance that would hit 25,000 script executions a month, Silver would work as you only need to connect to two instances. 

If you would like, I would be happy to offer you a demo of the product, you can find a link to my calendar here, where you can choose a slot that works best for you. 

Kind regards, 

Bobby

[Nikola Perisic]

Understood @Bobby Bailey , thank you. We would like to stick with the webhooks.

[OpsHub - Enterprise class Integration and Migration Solutions for Jira]

Hi @Nikola Perisic 

Could you share a bit more about the reason for using the Webhooks to sync the data between ServiceNow and Jira, as it makes synchronization slow, and is unreliable. Hence, we strongly recommend not to use the Webhooks for sync purposes. 

Besides that, if you are willing to try a third-party tool that is easy to use with reliable and predictable outcomes, you can try out Atlassian Silver Solutions Partner, OpsHub’s free Community Edition. It integrates all common entities between Jira and ServiceNow. It can help ease your integration journey with user-friendly, no script configuration, rich data sync, rich text format retention, and automatic conflict resolution.

You may refer to this page that 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).

Feel free to reach out to our integration experts to discuss about your use case in detail. 

Thanks, 

OpsHub