Jira ServiceNow Integration

Learn how to configure and manage Jira–ServiceNow integrations in ZigiOps, including prerequisites, setup steps, mappings, and supported scenarios.

Integrate Jira and ServiceNow to synchronize incidents, problems, service requests, bugs, and tasks across ITSM and DevOps teams using ZigiOps - a secure, no-code integration platform.

This integration enables real-time or scheduled data synchronization, eliminates manual updates, and ensures a single source of truth between Jira and ServiceNow.

Integration video

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What can I integrate between Jira and ServiceNow?

ZigiOps can integrate any Jira issue type (Tasks, Issues, Comments, etc.) with any ServiceNow entity (Incidents, Changes, CMDBs, etc.), allowing you to build custom workflows tailored to your processes and data models.

Out of the box, ZigiOps provides ready-made integration templates for the most common and widely used Jira and ServiceNow scenarios, including:

• Jira Tasks to ServiceNow Incidents

• ServiceNow Incidents to Jira Tasks

• ServiceNow Problems to Jira Bugs

• ServiceNow Service Catalog Tasks to Jira Tasks

These templates serve as preconfigured starting points and can be customized or extended to support additional Jira issue types, ServiceNow tables, and business-specific workflows. Each integration scenario can be configured as one-way or bi-directional, with full control over field mappings, filters, triggers, and synchronization rules.

Common ServiceNow entities	Common Jira issue types	Common fields typically synchronized
Incident	Task / Issue	Summary / Short description, Description, Priority, Status / State, Assignee, Comments, Attachments
Change Request (CR)	Issue / Task	Summary, Description, Priority, Status / State, Owner / Assignee, Comments, Attachments
Problem	Bug / Issue	Summary, Description, Priority / Severity, Status / State, Assignee, Comments, Attachments
Service Catalog Task	Task / Issue	Summary, Description, Priority, Status / State, Requested for / Reporter, Comments, Attachments
CMDB (Configuration Items)	Issue (custom) / Task	Name / Identifier, Description, Attributes (custom fields), Relationships (when applicable), Comments/Notes, Attachments (optional)
Any ServiceNow table	Any Jira issue type	Standard + custom fields, Comments, Attachments, Status/State mappings, Correlation ID (recommended)

Note: ZigiOps supports synchronization of all standard and custom fields for Jira and ServiceNow. The table above lists only the most commonly used fields for clarity and illustration purposes.

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How does the Jira and ServiceNow integration work?

ZigiOps connects Jira and ServiceNow using their native APIs and acts as a secure integration layer between the two systems.

• No scripting or custom development required

• Configured entirely through the ZigiOps UI

• Supports polling- and event-based synchronization

• Does not permanently store transferred business data

The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.

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Prerequisites and permissions

Before enabling the Jira and ServiceNow integration, ensure the following prerequisites are met. The prerequisites below apply to all Jira and ServiceNow integration scenarios. Scenario-specific behavior is handled at the mapping and workflow level.

Integration Scenario	ServiceNow - Authentication	ServiceNow - Permissions	ServiceNow - Environment	Jira - Authentication	Jira - Permissions	Jira - Environment
Jira Tasks to ServiceNow Incidents	Username + Password	x_ziw_obm.admin, personalize_read_dictionary	ServiceNow (any supported version); Optional MID Server	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer
ServiceNow Incidents to Jira Tasks	Username + Password	x_ziw_obm.admin, personalize_read_dictionary	ServiceNow (any supported version); Optional MID Server	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer
ServiceNow Problems to Jira Bugs	Username + Password	x_ziw_obm.admin, personalize_read_dictionary	ServiceNow (any supported version); Optional MID Server	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software, Version 7.x or newer
ServiceNow Service Catalog Tasks to Jira Tasks	Username + Password	x_ziw_obm.admin, personalize_read_dictionary	ServiceNow (any supported version); Optional MID Server	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer

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Setup

Follow the steps below to enable the Jira and ServiceNow integration using a prebuilt ZigiOps template.

1. Log in to your ZigiOps instance.

2. Navigate to ZigiOps - Configurator.

3. Load the desired Jira and ServiceNow integration template.

4. Select the corresponding Integrated Systems (Jira and ServiceNow).

5. Click Save to continue.

6. Enable the integration using the slider button located in the middle section of the screen.

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.

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Mapping examples

Below are typical field-mapping examples used across the Jira and ServiceNow integration scenarios. Mappings can be customized per use case.

Example: Jira Task to ServiceNow Incident

Jira field	ServiceNow field	Advanced Field Mapping Example
Summary	Short description	-
Description	Description	-
Priority	Priority	-
Status	State	To Do - 1, In Progress - 2, Done - 6
Assignee	Assigned to	-
Comments	Work notes / Additional comments	-
Attachments	Attachments	-

Example: ServiceNow Incident to Jira Task

ServiceNow field	Jira field	Advanced Field Mapping Example
Short description	Summary	-
Description	Description	-
Priority	Priority	-
State	Status	1 - To Do, 2 - In Progress, 6 - Done
Assigned to	Assignee	-
Work notes / Additional comments	Comments	-
Attachments	Attachments	-

Example: ServiceNow Problem to Jira Bug

ServiceNow field	Jira field	Advanced Field Mapping Example
Short description	Summary	-
Problem description	Description	-
Severity	Priority	-
State	Status	1 - To Do, 2 - In Progress, 6 - Done
Work notes	Comments	-

Example: ServiceNow Service Catalog Task to Jira Task

ServiceNow field	Jira field
Short description	Summary
Description	Description
Requested for	Reporter
Assignment group	Project
Catalog variables	Custom fields

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What data can be synchronized?

ZigiOps supports synchronization of:

• Standard fields

• Custom fields

• Status / state transitions

• Comments

• Attachments

• Users and assignments (configurable)

Each field can be mapped independently for each direction.

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Frequently asked questions (FAQ)

Can I use one template for multiple projects or assignment groups?

Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.

Is the integration bi-directional?

Yes. All scenarios support bi-directional synchronization, configurable per field.

How are update loops prevented?

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

Do I need to write scripts or use APIs manually?

No. All configuration is done through the ZigiOps UI.

Can I start with one-way sync and later enable bi-directional sync?

Yes. Direction can be changed at any time.

Does ZigiOps store my Jira or ServiceNow data?

No. ZigiOps does not permanently store transferred business data.

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Related resources

• How to connect Jira to ZigiOps

• How to connect ServiceNow to ZigiOps

• Data mapping fundamentals

• Jira and ServiceNow integration troubleshooting