JIRA ITSM - SERVICENOW integration without plugin/addons

[Dexter de Vera]

Hi all,

I would like to ask if is it possible to integrate (Fields, status, ticket, users)JSM and service now wwithout the use of any plugin/addons? I dont have any experience working in servicenow. Can someone can give me sa simple instruction that I cam understand(no background in servicenow) how to do it. Also want to know thw limitation of this integratiom with servicenow.

[Joseph Chung Yin · Accepted solution]

@Dexter de Vera -

What is your reasoning behind for your integration?  Can you provide additional information on your ask?

Typically SN and JSM are used for processing customer requests in a similar matters while being on two different platform.

Here is a reference link on native integration between JSM and SN - https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-servicenow/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Dexter de Vera]

Our main goal is to sync the ticket 2way if possible. 

e.i. when ticket create in SN (with title, description and other field value, then it create ticket (sync) in JSM.

When status, field and comment change in JSM. SN ticket status, field and comment updated/sync.

When customer in SN commented ,add comment in JSM.

If its not possible, do you know what are the sync that can be done in JSM SN integration base on the doc you shared. Also do you know any video link with step by step procedure tutorial related in doc you shared.

[Joseph Chung Yin]

@Dexter de Vera -

Based on my knowledge two-way Bidirectional sync is not possible out of the box.  You will need to utilize a third party add-ons to accomplish the tasks.

See possible candidates in Atlassian Marketplace -

https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=ServiceNow

Otherwise you will need to utilize custom development on your end using SN REST APIs and Atlassian JSM REST APIs to develop the custom solution + custom configurations.

Best, Joseph

[Dexter de Vera]

do you have any preferred /recommended plugin for this integration. 

[Dexter de Vera]

Thank you @Joseph Chung Yin 

[Jacek Wizmur _getint_io_]

Hi @Dexter de Vera ,

Why not consider using add-ons? They’re the quickest and most efficient way to integrate Jira with ServiceNow. Unlike in-house development, which requires significant time and resources, add-ons provide a ready-made solution that’s cost-effective and reliable. With in-house development, building the integration is just the beginning—you’ll also need to maintain it and continuously adapt it to meet evolving business needs. Add-ons, on the other hand, are designed to grow with your business and require minimal effort to keep up-to-date.

You can try Getint, which also offers an OnPremise version that operates fully behind your firewall. 

Getting started is easy, and the trial is completely free ;)

Link to the app: https://marketplace.atlassian.com/apps/1223935/servicenow-integration-for-jira-servicenow-connector?hosting=cloud&tab=overview 

Here are case studies showcasing companies that are already benefiting from Getint:

Airbus - https://www.getint.io/case-study/making-data-flow-servicenow-and-jira-integration

Deloitte - https://www.getint.io/case-study/deloittes-integration-mastery-enhancing-jira-and-servicenow-connectivity 

I'd be happy to discuss your use case,

best,

Jacek

[Mathieu Lepoutre _Exalate_]

Hello @Dexter de Vera 

I work for Exalate

Integrating Jira Service Management (JSM) with ServiceNow without plugins or add-ons is possible using APIs, but it requires custom scripting and maintenance. You’d need to:

1.Use JSM Webhooks to send updates to ServiceNow.

2.Use ServiceNow’s REST API to create/update records based on JSM data.

3. Set up a middleware (like a custom script or automation tool) to handle data mapping and transformation.

Limitations:

•Requires ongoing maintenance and troubleshooting.

•No built-in UI for managing sync rules.

•Complex for non-technical users.

If you’re looking for a simpler, low-maintenance approach, Exalate provides a no-code way to sync fields, statuses, tickets, and users bi-directionally between JSM and ServiceNow. Would you like a comparison of both approaches?

[Diana_Architect_ZigiWave]

@Dexter de Vera hi. Hope all's been resolved by now. I'd like to add just an alternative solution you might want to try. It's a 3rd party tool, but as Joseph mentioned, bi-directional sync requires external help. Feel free to check out ZigiOps at the Atlassian marketplace -it's a fully no-code that can sync bi-directionally different fields (you can customize it according to your needs). Feel free to explore it and test it via the free trial.

Regards

[Josh_Unito]

@Dexter de Vera,

In terms of "can you do it without add-ons" the short answer is: "no." or at least, not without incurring significant costs to build a custom integration. 

The best/cheapest solution is a no-code 2-way sync platform, like Unito.

This is a guide on building a ServiceNow Jira Service Management integration without needing to write script or code.