Connect Jira with ServiceNow for Better Cross-Team Collaboration

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Struggling with keeping Jira and ServiceNow in sync? 

If your IT team works in ServiceNow and your developers live in Jira, chances are you’ve run into this problem:

• Incidents logged in ServiceNow don’t always make it over to Jira.

• Updates get lost between systems.

• Teams end up duplicating tickets or chasing each other for status.

Sound familiar? You’re not alone. Many organizations rely on these two powerful tools, but without integration, silos quickly form and collaboration slows down. 

Why integrate Jira with ServiceNow?

Jira is where development work gets planned and delivered. ServiceNow is where IT teams handle incidents, problems, and changes. When the two don’t talk to each other, it leads to:

• Delays – incidents take longer to resolve because updates aren’t shared automatically.

• Duplication – the same ticket exists in two places, but with different information.

• Frustration – teams spend more time on manual updates than on actual problem-solving.

An integration keeps both sides aligned: incidents raised in ServiceNow appear as issues in Jira, developers can work in their usual tool, and updates flow back without extra effort.

Common approaches to Jira–ServiceNow integration

There isn’t just one way to connect Jira and ServiceNow. Teams usually take one of three routes:

1. Custom APIs and scripts

• Direct use of Jira and ServiceNow APIs.

• Maximum flexibility but requires significant development effort and ongoing maintenance.

2. Native connectors or plugins

• Some plugins exist on the Atlassian Marketplace.

• Easier than custom development but can be limited in customization, especially if you need complex field or status mapping.

3. Integration platforms

• Third-party apps, including no-code solutions.

• Designed for cross-tool synchronization, with prebuilt connectors for Jira and ServiceNow.

• Easier to configure, maintain, and adjust without custom code.

Each approach has trade-offs: APIs give you control but demand resources; plugins are lightweight but not always flexible; platforms provide balance by being easier to manage at scale.

How the no-code solution for Jira ServiceNow integration works

I work for the company that built Atlassian Marketplace Getint App.

Below you can find the action points on how you can integrate Jira with ServiceNow using Getint as an example platform. 

Here’s what the setup looks like:

1. Connect the systems – add your Jira and ServiceNow instances, using URLs and API tokens.

2. Map issue types – decide what syncs with what (e.g. ServiceNow Incidents → Jira Bugs). 
   
   
   
   

3. Map fields and direction – choose which fields stay in sync, and whether updates go both ways or just one-way.
   
   
   
   

4. Align statuses – link ServiceNow’s “Closed” to Jira’s “Done,” and so on.

5. Comments & attachments – decide which notes and files should sync across systems.
   
   
   
   

6. Add filters – only push the tickets that matter (e.g. high-priority incidents, or issues for the dev team).
   
   
   
   

7. Monitor & adjust – check the reporting dashboard to see if everything flows as expected.

Remember to save your integration. The result is each team keeps using their own tool, but the information stays consistent in both places. 

What you get out of it

Once Jira and ServiceNow are connected:

• IT doesn’t need to chase devs for updates — they see progress in ServiceNow.

• Devs don’t have to re-enter tickets — the work shows up in Jira automatically.

• Everyone saves time, reduces errors, and gets incidents resolved faster.

Have you set up a Jira–ServiceNow integration in your organization? Did you go the custom route, use a plugin, or rely on a platform? What challenges did you face?