How to integrate service now with Jira instance steps and process?

[Bharath Kumar]

I want Integrate service now with my Jira instance. can you give suggestions and total process?

[Syed Majid Hassan -Exalate-]

Hi @Bharath Kumar

This is Majid @ Exalate. 
In order to fully synchronize your Jira instance to ServiceNow bidirectionally, you can utilize an an integration app such as Exalate. The app provides you fully customizable synchronization between tickets in Azure Devops and Jira. 

Please feel free to book a demo if you would like to see the product in action. 

Thanks

Majid

[Diana_Architect_ZigiWave]

@Bharath Kumar hi there. If you're still considering what tool to use - you may take a look at ZigiOps. It's a no-code integration platform, that connects ServiceNow and Jira in a few clicks. It works bi-directionally, can sync any fields (custom and default), and transfer any type of data. It's also fully customizable so it can fit specific use cases. The integration will take a few minutes. Feel free to explore it and if you want to see it in action (and how it can help you with a particular use case) you can always book a demo.

Regards, Diana (ZigiWave team)

[OpsHub]

Hi @Bharath Kumar 

For ServiceNow and Jira integration, you can begin with defining your requirements and selection criteria to help you select the right integration approach and tool. Following are the key considerations as part of the selection criteria:

• Format retention: ServiceNow and Jira use different rich text formatting standards which are similar but not equivalent. ServiceNow uses HTML text formatting, while Jira uses Wiki markup text formatting. As part of finalizing the evaluation criteria, analyze if there is a need to integrate rich-text fields between SNOW and Jira or not.
• Assignment group – project: ServiceNow and Jira organize data differently. Jira users use Projects, whereas ServiceNow users often use ‘Assignment Group’ or some other field for organizing their data. Factor in how data will be mapped across different Jira projects from ServiceNow and whether the sync tool supports such configuration.
• Comments type: ServiceNow allows users to add customer-visible comments and work notes for internal use. Analyze if you need to sync comments from Jira to ServiceNow. Moreover, configuring the sync tool to sync Jira comments as public or private comments should be evaluated as well.
• Field level conflict management: If you are looking to integrate data bidirectionally, there is a possibility of data being updated simultaneously in ServiceNow and Jira. Factor in the need for conflict management in such cases.
• Dynamic user mapping: Identify if you want to integrate user fields like Assignee, Reporter, etc., or not. If the username is not the same, understand how the tool will map users between ServiceNow and Jira as part of the tool evaluation phase. Will it be dynamic without mapping each user (one by one), or will it be manual mapping? Analyze if the available solution works for you or not.
• Data Granularity: Determine whether you want to integrate every action taken by the end-user in Jira to ServiceNow and vice-versa or want to ensure the end state matches between the tools. E.g., between the two syncs, if the user modified the status from Open -> In Progress -> Resolved in Jira, will it be okay if users see Open -> Resolved in ServiceNow, or do you want to make sure that the exact transition (Open -> In Progress -> Resolved) happens in ServiceNow too?

Once you have identified requirements and selection criteria, understand broad categories of sync tools, and pick a category that works best for you. Following are the most common sync tool types:

• Plugin-based: Requires add-ons to be added in ServiceNow and Jira. Plugins are typically best suited for a small-scale and basic integration. Most often, plugins do not support conflict management, user integration, failure management, etc.
• Workflow-based: This option is best suited when you are willing to write and maintain scripts to handle conflict, complex data mapping, user integration, etc.
• Federated platform: Best suited if you are looking for a standalone complete sync tool that takes care of all integration nuances out of the box without scripting anything.

OpsHub, an Atlassian partner and a certified integration tool, is a federated integration platform that helps ease your integration journey. The Community Edition is available that integrates all standard-issue types between ServiceNow and Jira. The Commercial Edition additionally supports integrating Jira Portfolio items, various add-ons, Planning items, etc. For ServiceNow & Jira integration, we are happy to assist in your integration planning. Schedule an initial complimentary consultation session with our solutions architects.

Thanks,

OpsHub

[Nic Brough -Adaptavist-]

I would strongly recommend getting an app to do it - see https://marketplace.atlassian.com/search?query=service+now for the ones to evaluate.