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ServiceNow Jira incident transfer - use case

Edited

Hi all. I'd like to share some personal insights on one of the most popular integrations that my team and I often must execute - ServiceNow Jira for incident transfer. 

The two are frequently found deeply embedded in the organization's IT ecosystem where ServiceNow is used for issue and alert creation, and Jira - is for resolving them. 

The problem, however, lies in the fact that ServiceNow and Jira often are not connected. As a result, manual work is required - first to log the issues into the Jira System and later - to update the resolved tickets in the ServiceNow system. 

This can sometimes be a long and foreboding process that consumes a lot of resources. Errors and delays can also occur. 

Integrating the two is the key. It would replace all the manually executed actions with automatic ones and speed up communication between the teams that use them. It is even better if Jira and ServiceNow are connected bi-directionally. 

Why? Because updates will be automatically synchronized between them. 

But let's jump onto the most common scenario that is usually the main reason for connecting the two systems. 

Our organization's helpdesk team suddenly receives a new incident in the ServiceNow queue. Upon inspecting it, the helpdesk team concludes that it is a direct result of a software bug. So, the DevOps team must step in. If our Jira and ServiceNow systems are connected that would be an easy task. The problem will be automatically transferred to the DevOps department so they can try and resolve it without further ado - no manual bug logs whatsoever.  

Once Jira and ServiceNow are connected (preferably via a no-code platform that allows customizations), it must take a few seconds for the synchronization between them to happen - log files, traces, issue links, or other attachments should sync in a blink.  

We must not forget real-time updates and how important they are for the smooth work processes, especially in large-scale organizations. They are a key component of efficient application lifecycle management (ALM).  

Once our issue is fixed on the dev's side, the ServiceNow incident gets instantly updated.  As a result, the end-user receives a notification that their problem is now resolved. 

But for all of this to happen, Jira and ServiceNow must be connected.  

Their integration is crucial for the teams that use the two systems to communicate more efficiently. 

Let's make a little demonstration of this, using ZigiOps. 

First, we must install ZigiOps. After that, we log in with our credentials.

ZigiOpslogin.jpg

The next step is to define the systems you want to integrate - ServiceNow and Jira. Then, we must fill in the fields that require our ServiceNow URL, username, and password. ZigiOps will instantly check the connection and notify us if it's a successful one. 

snowconnection-1.jpg

We repeat the same actions with Jira. 

jiraconnection-2.jpg

We go to the Configurator menu. We chose the integration template from the ZigiOps library that fits that use case and load it.

snowjira.PNG

Then we choose the type of data we want ZigiOps to synchronize between ServiceNow and Jira Software. In our case, that would be the ServiceNow incident to Jira Task. 

templateconfiguration-3.jpg

We have to point out ServiceNow as a source. Then add Jira as a target system and define the frequency on which ZigiOps will collect data from ServiceNow and transfer it to Jira. 

Finally, we must configure the trigger conditions. And we are ready. 

To sum it up, it’s important to connect our systems. It saves us time and resources. The bi-directional connection is always a preferable one, but it all depends on our use case and particular needs. 

Anyone who wants to see this or any other use case handled by ZigiOps can feel free to ask me or take it further by booking a demo.

I’d be happy to know what your most common use case regarding the integration between ServiceNow and Jira is. What are the obstacles you frequently encounter while connecting those two systems? 

 

Regards, Diana (ZigiWave team)

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