Use Case

  • Collect new ServiceNow Incidents to create new Jira Tasks
  • Synchronize any updates to either the ServiceNow Incidents or the Jira Tasks, like title, description, urgency, comments, attachments, etc. to the other system

Requirements

This section provides information about the requirements, which should be met, in order the integration template could be used.

Integration Requirements


Jira RequirementsServiceNow Requirements
Access Details 
  • Instance URL
  • Integration User
  • Instance URL
  • Integration User

Permissions

  • Browse Projects
  • Create Issues
  • Assign Issues
  • Edit Issues
  • Resolve Issues
  • Transition Issues
  • Add Comments
  • Create Attachments
Advanced
  • Create Task
    • Browse Projects
    • Create Issues
    • Assign issues
  • Update Task
    • Assign Issues
    • Edit Issues
    • Resolve Issues
    • Transition issues
    • Add Comments
    • Create Attachments
  • Update Incident
    • Browse Projects
  • incident (READ, WRITE)
  • sys_db_object (READ)
  • sys_dictionary (READ)
  • sys_journal_field (READ)
  • sys_glide_object (READ)
Advanced
  • Create Task
    • incident (READ)
    • sys_journal_field (READ)
  • Update Task
    • incident (READ)
  • Update Incident
    • incident (WRITE)
Integration User
  • N/A
  • The user's time zone must be set to "GMT"
  • The user's "ID" must be the same as the user's "Username"

Network Requirements


Network Requirements
Communication
  • ZigiOps → Jira (80/443)
  • ZigiOps → ServiceNow (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration.

    Example

  2. Press the Save button to save the changes.

    Example
  3. You should enable the operations to start the integration.

    Example

Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of two tabs - Source, Field Map. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Create Task

This operation polls the data via the ServiceNow Table API. It is designed to collect incidents from ServiceNow and create tasks in Jira. The incident is collected from the ServiceNow instance, then it is internally processed through the field mapping configuration, and finally, a request is sent to Jira to create a new Task.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Incident

This operation polls the data from the Jira system. It is designed to detect any changes, made to the task and synchronize them with the corresponding ServiceNow incident, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Task

This operation polls the data via the ServiceNow Table API. It is designed to detect any changes to the incidents and synchronize them with the corresponding Jira task, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.