Jira - ServiceNow Integration

Jira – ServiceNow Integration
A. Tools:
Jira: JIRA is a proprietary issue tracking product, developed by Atlassian. It provides bug
tracking, issue tracking, and project management functions.
ServiceNow: ServiceNow ITSM solutions give you end to end visibility into your ITIL
processes and infrastructure through a single system of record — making it possible to
consolidate fragmented tools and legacy systems while automating service management
processes. ServiceNow is easy to configure and allows you to go live quickly with confidence,
while scaling to your business needs. With a simple and consistent approach, you increase
efficiency, lower costs, and devote more time to innovating and delivering the modern,
consumer-like, self-service experience your employees expect.
B. Purpose:
This version of the Jira Integration is designed to be a two-directional Proof of Concept
integration that was done to demonstrate that communication to a Jira bug tracking system
would be possible through ServiceNow.
Once this update Set is applied, and the proper settings are typed into the settings page, this
Proof of Concept will sync uni-directionally with a Jira Installation. Web Service Import Sets
have been created to facilitate the creation of a two-way synchronization, but this would
need to be done on the Jira side. More information can be found further in this
documentation.
C. Basic Installation & Setup

a. In ServiceNow
i. Import Jira Integration POC xml in to ServiceNow instance.
1. Navigate to Retrieved Update Sets  Click on “Import Update Set
from XML.
2. Choose Jira Integration POC XML to upload.
3. Commit the update Set.
4. Verify New application module “Jira Integration POC” in Application
Navigation menu.
ii. Configure the Application
1.Click on the “Settings” link under the Configuration section of the
application.
2.Here is a screenshot of the settings available for the integration:
a. Enable the Jira Integration: If this property is marked as YES
that’s when Integration will take place.
b. The Base Jira Instance URL: Please provide URL of Jira
Application from which this integration needs to take place.
c. Jira API Username: User created in Jira, having all privilege
access for Web-Service Communications.
d. Jira API Password: Password for above User.
e. Jira Project Key: Create a project on which this integration
would work for Sync. Provide ‘Project Key’ (available in Jira)
to this field.
f. Custom Field ID for ServiceNow ID: This field is custom
create in Jira on above project. This is very important for
communication between these two tools.
g. MIDServer: If set is belongs from MIDServer Concept then
Information need to feed up here.
iii. Pulling JIRA for updates and applying them to ServiceNow

1. There is a section in the settings that allow you to configure the
integration to Pull updates from JIRA, rather than receive them from
JIRA directly. This is a useful setting when you are in a Hosted JIRA
instance that does not give you the power to send Web Service calls
to ServiceNow on required events.
2. The following settings allow you configure the pulling schedule, etc.
iv. REST Messages Changes:
Navigate to ‘REST MESSAGES’  Open ‘Jira Issue’
Provide Authentication with ServiceNow’s Username and Password, who

has capability to Communicate REST MESSAGES.
b. In Jira:
i. Create a Sample project e.g. Test sample project (TST).
(NOTE: This key (TST) has to be provided in ServiceNow Jira Settings Jira
Project Key.
ii. Create a Custom Field as ‘ServiceNow Syne’.
Technical Aspects of Integration:
1. Architecture:
2. Integration Flow
This proof of concept demonstrates the ability of users in ServiceNow to create an Incident ticket
that gets synchronized as a JIRA issue within a specified project. Only incidents marked as a “Jira
Issue” will be synchronized.
When creating an incident in ServiceNow, the user must set the Category field to be “JIRA Issue”.
From there, the Subcategory field will be populated with supported types of JIRA Issues. The user
will select the appropriate issue type.
When the incident is created, the information is sent to JIRA and a corresponding ticket is created.
JIRA responds to ServiceNow with the ticket information that was created. ServiceNow records that
information both as a comment and saves the unique ticket ID in the incident’s “Correlation ID” field.
When a corresponding JIRA issue is created, the ticket information is stored in a comment on the ServiceNow incident
record.
After the JIRA issue is created, ServiceNow will store the JIRA ticket number in the incident’s “Correlation ID” field. It
will also set the “Correlation Display” field to ‘JIRA Integration’.
Once this handshake has taken place, if you were to go and view the incident record, you will notice
a button labeled: “View JIRA Record”. When this button is clicked, a new window will pop up with
the JIRA issue shown.
If someone were to add a comment on the ServiceNow incident, the comment is sent to the JIRA
instance and added to it’s comment history.
If a technician were to add a comment to the JIRA issue, that comment will be brought it either 1) by
a scheduled query that ServiceNow can make to the JIRA issue on a regular basis, or 2) a web service
call made from JIRA to the Inbound JIRA Web Service Import Set endpoint.
State changes in ServiceNow will be reflected in JIRA and vice/versa.
var s = source.u_status;
if(s == "10000") answer = 1; // New
if(s == "1" || s=="3" ) answer = 2; // Active
if(s == "5" || s=="10001" ) answer = 6; // Resolved
if(s == "4") answer = 2;
if(s == "6") answer = 7; // Closed
OOB Integration Fields
Because this is just a simple Proof of Concept, we only integrate with a small number of fields to get
the idea that we can synchronize between the two systems. The fields currently integrated in this
integration are:
 Jira Issue <--> SNC Incident

 Jira Issue Summary <--> SNC Short Description
 Jira Issue Status <--> SNC Incident State
 Jira Issue Comment <--> SNC Incident Comment
Adding new fields for sync:
1. Create the new fields in the WSDL table i.e. u_jira table and check whether those fields are
reflecting in the inbound web service fields.
2. Add the newly created fields in the transform map and update the transform map.
3. Update the business rule JiraIntegration – CreateIssue with the new fields as shown below
and save the BR.
4. Create and try the field sync in new incidents.

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Jira – ServiceNow Integration

C. Basic Installation & Setup

iii. Pulling JIRA for updates and applying them to ServiceNow

Navigate to ‘REST MESSAGES’  Open ‘Jira Issue’

Provide Authentication with ServiceNow’s Username and Password, who

if(s == "10000") answer = 1; // New

if(s == "1" || s=="3" ) answer = 2; // Active

if(s == "5" || s=="10001" ) answer = 6; // Resolved

if(s == "4") answer = 2;

if(s == "6") answer = 7; // Closed

OOB Integration Fields

 Jira Issue <--> SNC Incident

Adding new fields for sync:

4. Create and try the field sync in new incidents.

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