JIRA Service desk integration with Service Now

[shrikant maheshwari]

Hi Team,

I want to integrated JIRA Service Desk (Data centre ) version with Service now.

Are there any add-ons ? Also is there any other way of integrating them.

[Nic Brough -Adaptavist- · Accepted solution]

Start by defining what you want from "integration" - the word only tells us you want the two systems to work together, but nothing about what you want it to actually do.  So we can't begin to talk about any particular way to do it.

Best we can do is tell you "yes, look in the marketplace for Jira and the equivalent for Service Now" and "if you don't do it with apps, you can do it by coding for their remote APIs (REST in Jira's case)"

[shrikant maheshwari]

@Nic Brough -Adaptavist- 

Thanks for the quick reply, here is below requirement could you please suggest the best possible way -

• Have a multi-tenanted setup. 1 Jira service desk instance connecting to various isolated ServiceNow instances. Data separation between the different ServiceNow instances
• Create various types of service tickets from ServiceNow to Jira Service Desk
• Create various types of service tickets from Jira ServiceDesk to ServiveNow
• Sync ticket comments and statuses between ServiceNow and Jira Servicedesk
• Integration to be hosted on the Jira Service desk side

[shrikant maheshwari]

@Nic Brough -Adaptavist- 

Hi Nic, 

Could you please suggest which would be the best option ?

[Nic Brough -Adaptavist-]

I'd reach for the marketplace apps for Jira to do this, given your list of requirements (especially the last line).  But I'd also be looking to add functions to Service Now, as "change in Service Now triggering change in Jira" is best done on that side, rather than relying on Jira scraping Service Now regularly, looking for change.

[shrikant maheshwari]

@Nic Brough -Adaptavist- 

Hi Nic,

Could you please brief i am unable to understand by add functions to Service Now, as "change in Service Now triggering change in Jira" are we talking about "JIRA Spoke" here .

Also as i described there are multiple Service Now instances so in that case making changes in every Service Now instance will be difficult.

Is there any add-on or Plug-in in JIRA by which we can get the data from different SNOW instances like below -

https://marketplace.atlassian.com/apps/1215170/sync-servicenow-with-atlassian-apps?hosting=server&tab=overview

https://www.idalko.com/servicenow-jira-integration/

Or is there any 3 party like Exalate or Jitterbit which can fulfill the above requirement 

[Nic Brough -Adaptavist-]

I don't understand what you mean by "Jira spoke".

Your "integration" list boils down to two processes we can describe in general:

• A change happens in Jira, and we want to do something in ServiceNow to reflect that change.
• A change happens in ServiceNow, and we want to do something in Jira to reflect that change.

You need to look at how each system is going to know that the other one changes, and there are only really two ways to do this.  There's all sorts of stuff you could talk about with middleware, automation, third party layers, message buses and so-on, but they're all based on the same two principles - oversimplified, these are "push" and "pull"

• When system X changes, it tells Y about the change, so Y can make the appropriate change to its data (push)
• When system X changes, it exposes the change to Y, Y scans X for changes and when it finds them, it updates itself (pull)

Note that the first one is usually a lot easier to implement (and more reliable, faster, cheaper and better than the second)

One of the things you need to do is think about where you want to build your integration.  If you only want to do push, you'll need something on Jira and ServiceNow that can send those messages to the other system.  If you only want to implement it in Jira, you'll need something that can push to ServiceNow AND pull from it as well.

So, in short, yes there are loads of apps on the Jira side that can help the "Jira tells ServiceNow to change", but not many that will do it by monitoring ServiceNow and assuming change from the result of the scraping it does.  I know less about the ServiceNow marketplace.