Integrate Jira and ServiceNow - Step-by-Step

[@dimag6036]

A fantastic video. I love the way you go through it live, running into issues, talking through problems, solving them and explaining everything.

[@mribin]

Wow! What a great tutorial. Thank you very much for this great work. It helps me a lot with my work

[@JustinMeadows]

Awesome! Glad it was helpful! Thank you for watching and taking the time to leave a positive review!

[@mangeshfuke8671]

Superb!! I can't tell how much this video helped me. Thanks a lot.

[@somyagupta7773]

plugins: atlassian JIRA integration for Agile Development i am not able to see in my washington PDI instance, Can you please suggest what need to do

[@karthikrao7985]

Hi Justin, thank for the video. quick question is there a way alert any teams in Jira or SN if the integration fails via webhook. Failure in failure on Jira side webhook

[@DrxThmSklnst]

Hi Justin, quick question when the incident is created in servicenow and it will be postedto JIRA, the reporter shows "ServiceNow", how can i show the requestor/caller in the reporter field in JIRA? Thank you so much!

[@sandpreddy5176]

Hi @Justin , This helped a lot, am not sure if you already have mapping fields video anywhere. i wanted to sync Jira Status field and Servicenow State field. How can we do this?

[@SwatiRudra-m2d]

Worked perfectly. Very helpful.

[@JustinMeadows]

Thank you for watching and glad it helped!

[@AvinashDeveloper]

altassian plugin is not avaliable in my PDI, what to do

[@vse777e]

Justin, thanks for the amazing content!! Can you help me with some questions? 1) Is there the possibility of integrating with the incident table? For example, when we create incidents through them, are cards created in Jira? 2) Can all of these plugins be installed and tested on a PDI? Thank you very much for sharing your knowledge, your videos are great!

[@divinennaemeka1374]

does this work for jsm to service now too?

[@srinivasanr4174]

Hey Justin, Atlassian jira for agile development is not available in plugin. so does this not work for PDI

[@JustinMeadows]

Hi @srinivasanr4174 - thank you very much for watching the video! I recorded that video using a sub-prod or sub-production instance of ServiceNow and not my PDI. I went and checked my PDI and confirmed that the Atlassian plug-in is not available. The only thing that was available was the Jira Spoke and the Agile Integrations Common, but not the plug-in for integrating with Agile Development.

[@mohsinakram1998]

@@JustinMeadows So does that mean it cant be done on PDI?

[@chuym750]

Justin thank you so much for this! This is the help we needed to get it connect. One problem I encountered is when I pressed UI Action to Discover Projects and my projects were pulled in, none had a mapping for Story (rm_story). There were other mappings, just not story. I saw your other video on how to get field mappings and that makes sense. However, I don’t know how to get the “External Table” and “External Table Name” values to create the story mapping in SN. I don’t see where I can get those values in the flow execution payload; doesn’t appear they are there. Any help is greatly appreciated!

[@JustinMeadows]

You are very welcome - I'm glad this was helpful! I am by no means a Jira expert but I poked around a bit and think I have something that might help. In my Jira instance (online free version), I went to my project, opened the backlog and then clicked on a story that was in the backlog. On the story there is an "Action" menu that is three horizontal dots (an ellipsis ... ) that has an option for "Export XML". That opened a new tab with the XML. For me, the "type id" for story was 10010 and then you can see the other fields and custom fields in that view as well. If this works for you like it did for me, can you let me know? I'd like to make another video showing this method for finding the table and field names so I'm hoping this does get you what you need!

[@chuym750]

@@JustinMeadowsJust letting you know that using your “export xml” technique worked! In our case, the story external table was 14. No way I would have known that without looking at xml. I’ve got state/status successfully mapped out using this same technique. I tried to map work notes > Jira comments but that doesn’t work. I think due to they way Jira creates each comment as its own record with own ID. Worst case, we sync comments over using REST call outside the plugin mapping. Anywho, thanks again Justin!!!

[@JustinMeadows]

Woohoo! Nicely done and thanks for letting me know! I'm definitely going to do a video then and will give you a shout out!

[@JustinMeadows]

I'll double check but I thought comments worked OOTB for me. I'll take a peek at that too...

[@chuym750]

@@JustinMeadowsyou are right! Having that mapping breaks the sync but as soon as I took off the work note to comment mapping it worked automagically. There was no need to add it. Haha You genius.

[@justaxflyguy]

Hello Justin. Hoping this message reaches. Would like to chat if possible about some fields populating thru Jira spoke. Primarily how to map assignment groups to projects and such from servicenow incidents to Jira stories. Is this at all possible? Thanks

[@urielflores2535]

Can you do a video for Zendesk?

[@seyiagboola6219]

Please, i cant see the Atlassian jira integration in my PDI

[@JustinMeadows]

Hey there, first thank you for watching! Unfortunately the integration I show in this video isn't available on PDIs. If you're building on a PDI, you're going to have to build the integration yourself using the Jira Spoke. You can watch me talk about this further in Comment Desk 002: kzbin.info/www/bejne/hH_adoGofdeGaKc

[@obianujunwaallen677]

Hi Justin , i tried to recreate this but i got stuck in Jira import requests tab, the create mappings has a state of "processing" for over so many hours so how can i proceed with a project that the mapping config is empty ? any thoughts please ? or videos' where i can learn that ?. Thank you for your great videos by the way, they are awesome.

[@JustinMeadows]

Thank you for watching and I'm sorry to hear that yours didn't go smoothly... I feel like integrations never do haha! I've never seen it get stuck at that particular step but in theory you could create the mappings manually. If it were me, I would delete the instance from ServiceNow and start over again and if it keeps happening I'd start diving into the system logs to see where it's getting stuck. Probably not the best answer for you but that's where I'd have to begin given what you've shared.

[@Tony_20000]

Thank you for the video.Justin! Question that you might know the answer for: Does Jira - SN integration supports SPM (mostly Project management) module? I.e. projects which are managed in ServiceNow SPM (PPM) will be synced with Jira's relevant module? Thanks in advance

[@JustinMeadows]

YES! Just not in the way you might think at first. The PPM module in SPM supports hybrid projects which can include both project tasks and sprints/stories. A project manager can create project-specific stories OR add existing stories to their project and associate it with an agile phase. And as I show in the video, if the team assigned to the story is setup to sync with Jira, then everything will work seamlessly.

[@Yoyonu29]

Thank you. That's really helpful. If you have any architecture diagram for this integration?

[@JustinMeadows]

Hi Yogesh - first, thank you for watching! I don't have an architecture diagram for this particular integration. And please note, any diagram would need to be specific to how the integration is configured for each use case. When you're setting this up, you can alter and customize how the tables and fields map between ServiceNow and Jira.

[@durbanite3997]

Thanks Justin for this great video. I am currently working on a project to build a bi-direction integration between ServiceNow and Jira and while researching I came across a video where you can integrate incidents directly into Jira using the integration hub without first creating / converting incidents into stories in agile which seem to be the case here since this out of the box integration only integrates Jira with agile 2.0. I was therefore wondering which integration would you recommend because the integration hub one is bi-directional too. Kindly advise please

[@JustinMeadows]

Thank you for watching and I'm glad it was helpful! I recorded a response to your question in this video (kzbin.info/www/bejne/qYTQgYCnitibfac) but the short answer is that you can configure it however you'd like or however you think is most appropriate for your use case(s). I encourage you to consider use cases that you haven't thought about though as that might change how you decide to integrate. If it were up to me, I would stick with the Jira to Agile as I showed in the video.

[@AnujYadav-gg4wk]

Hi @durbanite3997 - I'm also aligned for ServiceNow JIRA integration with Integration hub JIRA spoke .. need some advice from you

[@justaxflyguy]

@@AnujYadav-gg4wk @durbanite3997 Hey guys. Same here. Any tips on how you may have achieved that if you found a solution?

[@justaxflyguy]

Hey guys. Same here. Any tips on how you may have achieved that if you found a solution?

[@ChandraRawat-vi4nd]

When we create Story in ServiceNow by using these steps it is not creating story in Jira side ,please review the vedio and add these steps

[@amitbarman5107]

kzbin.info/www/bejne/oHvKloGslpt8hdEsi=Pj0sXjlSqlCk2mb6

[@BeaverTheButcher]

Thank you!!!!

[@JustinMeadows]

You're very welcome!

[@BeaverTheButcher]

@@JustinMeadows Do you happen to know why some projects come over without a table map? I have a 141 projects and the majority of them have a mapping that was set but my test did not!

[@JustinMeadows]

Hey I would check to see if someone customized the project in Jira. That's not uncommon. You should be able to find this in Jira under project settings and issue types. The interface looks a bit different to me (today) but that's where I've had to go before. And yes you've got a little extra work ahead of you if they've changed things significantly from the defaults. Check out this video where I get into custom field mappings as it might be helpful depending upon your situation: kzbin.info/www/bejne/pX23pKKed950Y6s

[@BeaverTheButcher]

@@JustinMeadows Thanks for the link. That is going to help for sure with mapping some custom fields. What is strange is that no table map was created at all with SOME of my projects. Namely the fresh project I created. How I fixed it in case someone else runs into the issue: Make sure the service account you used to configure the integration is added to the ACL of the Jira project. This does not need to occur for "open" projects. It does need to occur for "Private" or "Limited".

[@JustinMeadows]

Ah that makes sense! And with the version of Jira I am using (the free version) I can only grant access to all projects and not individual ones so I probably would never have come across that scenario. Thank you for including the fix!