Jira - ServiceNow Timesheets integration

[vittorio bini]

Hi All,

my team has been asked to integrate timesheets between Jira and ServiceNow.

The requirement is to be able to report against project summary tasks (of a high level nature) in ServiceNow which are executed in Jira (where complexity would be allowed). 

The way I initially foreseen this happening would be to have a Project Task in ServiceNow which has a correspondent Epic in Jira which then would contain all the issue types relative to the execution of that particular Epic.

The Timesheets in Service Now need to account for the assignee(s) and project task so it is important that the information that is fed back into Service Now contains info regarding both tasks and assignees who have registered time in the time tracking field in Jira.

We'd rather prefer to have a solution which exploits ServiceNow and/or Jira APIs but we are open to any compromise as long as the information reaches Service Now without the engineers having to input data relative to timesheets in two different places.

I have been told about marketplace solutions that would allow for the data to be exposed in Jira but I'm not yet aware about integrations which would facilitate the integration of that data between Jira and ServiceNow.

Hopefully someone here has had a similar problem in the past and can provide some suggestions.

Thanks

V

[Syed Majid Hassan -Exalate-]

Hi @vittorio bini

This is Majid @ Exalate. 

Thank you for explaining the use case in depth. And indeed, it seem that the suggestions you received about using an integration app would be the only feasible solution here. I was recently asked by an Exalate client to explore the possibility of doing something similar between Azure DevOps and Jira, where the added complexity was that both ITSM tools were using different plugins to store the time logging. Here is the link. 

Your case seems simpler to me i.e. 

• take the project task from ServiceNow and sync across to Jira to create an Epic automatically. 
• Allow stories etc. to be created in Jira under this Epic. And here you have a choice:
  • either sync these stories back to ServiceNow under the correct project task. 
  • or do not sync the child items, but only sync the time information from the Epic itself (the time and engineer who logged it). 

Please let me know if you need any help with this. 

Thanks

Majid

[Ankita Mehta]

Hi @vittorio bini

I totally get the challenge you're facing with syncing timesheets between Jira and ServiceNow. Here’s what you may want to consider before you begin:

• Mapping the Data: First, figure out how Jira Epics will map to ServiceNow Project Tasks. This will help keep things organized as the data flows between both systems.
• Tracking Time: You'll want to make sure that assignee time entries in Jira get pushed over to the right ServiceNow task. This means syncing those time fields properly, so nothing gets lost.
• Avoiding Manual Input: Nobody wants to update timesheets in two places. An automated process will save your team time and reduce errors.
• Flexibility: Both Jira and ServiceNow work differently, so it’s important that the integration tool can adapt to both systems without forcing your data into a rigid format.

Given how Jira and ServiceNow handle data differently, you may want to explore an enterprise –grade integration tool, OpsHub Integration Manager, an Atlassian Partner for your use case. It can help you seamlessly sync timesheet data, tasks, and assignees across both systems. It keeps everything in sync automatically, so no more manual updates, and you’re assured that all the data stays accurate and aligned. All this without writing a single line of code.

Drop us a line if want to request a free trial or a demo!

All the best!:)

[Diana_Architect_ZigiWave]

@vittorio bini hello. We're currently developing this feature for our connector - ZigiOps. Feel free to drop us a line, and we could discuss what can be done in your use case.

Regards, Diana (ZigiOps team)

[sgover]

@vittorio bini @Diana_Architect_ZigiWave Any update on this? Were you able to figure this out? I am currently exploring integrating Jira and ServiceNow so that Time Tracking data within Jira is captured in ServiceNow timesheets so that reporting can be done from ServiceNow. 

[Diana_Architect_ZigiWave]

@sgover , on ZigiOps part i can say that now we do support this fully. Hope that Vittorio has found what he's been looking for.