Use Case

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

Requirements

This section provides information about the integration and network requirements.

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 Bug
      • Browse Projects
      • Create Issues
      • Assign issues
    • Update Bug
      • Assign Issues
      • Edit Issues
      • Resolve Issues
      • Transition issues
    • Update Problem
      • Browse Projects
  • problem (READ, WRITE)
  • sys_db_object (READ)
  • sys_dictionary (READ)
  • sys_journal_field (READ)

  • sys_glide_object (READ)
Advanced
  • Create Task
    • problem (READ)
  • Update Task
    • problem (READ)
    • sys_journal_field (READ)
  • Update Problem
    • problem (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 → ServiceNow (80/443)
  • ZigiOps → Jira (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 Bug

This operation polls the data via the ServiceNow Table API. It is designed to collect problems from ServiceNow and create Bugs in Jira. The problem 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 Bug.

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 Problem

This operation polls the data from the Jira system. It is designed to detect any changes made to the Bug and synchronize them with the corresponding ServiceNow problem, 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

Enrich Problem

The operation is designed to detect new bugs created in Jira by the integration and enrich the corresponding ServiceNow problem with a work note, which contains the drilldown URL, pointing to the Jira Bug.

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 Bug

This operation polls the data via the ServiceNow Table API. It is designed to detect any changes to the Problem and synchronize them with the corresponding Jira Bug, 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.