How does JIRA integrate with ServiceNow?

[Patrick Lee]

Need info about integration to ServiceNow

[Ste Wright]

Hi @Patrick Lee 

You'll need an App to assist with this - for example...

• ServiceNow Jira 2-way integration
• Exalate
• OpsHub

...or another App from the Marketplace!

There might also be further options that SNOW offers directly.

Ste

[Brad Peterson]

Hi Patrik,

There are several ways to integrate Jira with ServiceNow, depending on the specific use cases and requirements of the organization. You need to have Scripted REST APIs created and webhooks registered for accomplishing integration between Jira and ServiceNow.  Using this REST API requires in-depth technical expertise and investment of resources and time from you to accomplish the job. Prior to commencing the script writing process, it is essential to consider the following five key points outlined in the blog.

If you are looking for a less technical alternative (third – party solution) for Jira and ServiceNow integration, you can choose OpsHub’s free Community Edition. An Atlassian partner, OpsHub offers a federated integration platform to help ease your integration journey. It supports all System (Tasks, Epics, Bugs, Stories) and Custom Issue Types, Sub-Task Types on Jira, and all System (Incidents, Problems, Requests, Changes, etc.) and Custom Tables on ServiceNow.

The flexibility of OpsHub integration allows you to synchronize any data in ServiceNow with any issue type in Jira and vice versa. Additionally, OpsHub offers support for a diverse array of tools. For your reference, you may explore some of the top five most requested integrations with Jira here.

 OpsHub also takes care of the following use cases:

1) Format retention: ServiceNow uses HTML text formatting, while Jira uses Wiki markup text formatting. OpsHub retains the format when integrating data between Jira and ServiceNow.

2) Assignment group – project: Jira users use Projects, whereas ServiceNow users often use 'Assignment Group' or some other field for organizing their data. Suppose an issue is associated with a specific group in ServiceNow. If the group is changed, our solution can automatically move or create the issue in another project in Jira as per your defined mapping. This way, your data stays organized and reflects the latest changes.

3) Field-level conflict management:  In the case of bidirectional integration, data may be updated simultaneously in Jira and ServiceNow, causing conflicts. OpsHub supports field-level conflict management to maintain consistent data across Jira and ServiceNow.

4) Orphaned or deleted issues/tickets identification: Our integration solution goes beyond simple create/update operations. It also intelligently handles orphaned or deleted entities, ensuring that all records remain in sync between the two systems. This way, you can maintain data integrity and avoid any discrepancies.

5) Criteria-based data integration: OpsHub allows you to define specific criteria for data integration, enabling you to synchronize only the subset of data that meets your specified conditions. This targeted integration helps optimize performance and data relevance. 

You can get started immediately with OpsHub’s no-cost Community Edition without requiring any call or license. Feel free to contact OpsHub’s Integration Experts for an initial free consultation on integration planning. 

Thanks,

Brad

[Dhiren Notani_Exalate_]

Hi @Patrick Lee ,

Thanks for posting your question!

I am Dhiren, one of the Presales Engineer working at Exalate.

Exalate is a completely decentralized bidirectional solution for syncing ServiceNow tickets to Jira Issues.

The Groovy based scripting engine that we have offers you a lot of customization and flexibility.

You can choose what information needs to be shared with the other side and also choose how and where to map that information on the target.

Do let me know if you have any questions or want to know more about the solution!

Thanks, Dhiren

[Diana_Architect_ZigiWave]

@Patrick Lee hey there. Yes, you can integrate the two. Do you have a particular use case? You can look in the Atlassian marketplace for tools that can help you with the integration. ZigiOps is one of them. It's 100% no-code and customizable, it does not save any of the data transferred between the integrated Jira & ServiceNow and establishes a bi-directional connection between them.

Feel free to check it out and if you have additional questions, do not hesitate to get in touch. We offer a free trial, in case you'd like to try out our tool and see how it works.

Regards, Diana