Integration with ServiceNow
Asked by Andrea Hardy:

Hello,

Can Jira Server be integrated into ServiceNow successfully? If so, what are the potential obstacles or issues that may be encountered? Additionally Once an integration of Jira Server into ServiceNow has taken place, can Jira Cloud be integrated into ServiceNow as well ? Would it best to transition to Jira Cloud first and then integrate into ServiceNow? Thanks!


Answers:
author: Brant Schroeder
body: [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463) Here is some information about it:

* <https://docs.servicenow.com/bundle/vancouver-it-business-management/page/product/agile-jira-integration/concept/agile-jira-integration-overview.html>
* <https://docs.servicenow.com/bundle/vancouver-it-asset-management/page/product/software-asset-management2/concept/integrate-with-jira.html>

comments: author: Brant Schroeder
body: [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463) can you accept the answer to help others?


author: Dhiren Notani_Exalate_
body: Hi [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463) ,

Thanks for asking your question here on the community.

I am Dhiren from the Exalate Team.

Yes it is indeed possible to integrate Jira Server and even Jira Cloud with ServiceNow by using a decentralized and fully bidirectional integration solution like [Exalate](https://marketplace.atlassian.com/search?query=jira%20issue%20sync)

It offers you a Groovy based scripting engine which is fully customizable and any type of Jira issue can be synced to a table in SNow (For ex incidents, problems, requests) etc.

You can sync system fields+custom fields and write your own logic of syncing!

Do let me know if you want to learn more about how the tool works and if you have any questions at all.

Thanks, Dhiren


author: OpsHub - Enterprise class Integration and Migration Solutions for Jira
body: Hi [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463)

Yes, integration tools are available which can integrate both Jira Server and Jira Cloud to the same ServiceNow instance. However, the following points need to be considered for selecting the appropriate tool for integration:

* **Format Retention:** ServiceNow uses HTML for rich text formatting while Jira uses Wiki. So, you need to plan such formats conversion \[Like how to convert HTML format to wiki for the data being integrated\].
* **ServiceNow Assignment group -- Jira project:** Jira users use Projects, whereas ServiceNow users often use 'Assignment Group' or some other field for organizing their data. Suppose an issue is associated with a specific group in ServiceNow. If the group is changed, it should automatically move or create the issue in another project in Jira as per your defined mapping so that your data stays organized and reflects the latest changes.
* **Field-level conflict management:** In the case of bidirectional integration, data may be updated simultaneously in Jira and ServiceNow, causing conflicts. The integration tool should support field-level conflict management to maintain consistent data across Jira and ServiceNow.
* **Orphaned or Deleted issues/tickets Identification:** Handling of orphaned or deleted entities, ensuring that all records remain in sync between the two systems to avoid any discrepancies.
* **History preservation:** Events history should be preserved so that both the end systems user has visibility. Suppose if the user modifies the status from Open -\> In Progress -\> Resolved in Jira, Integration tool should allow users to see the exact transition (Open -\> In Progress -\> Resolved) happening in ServiceNow too.

[OpsHub](https://www.opshub.com/) an Atlassian partner, provides a free [Community Edition](https://community.opshub.com/wp-login.php?redirect_to=https://community.opshub.com/download-community-edition-for-free/) that integrates Jira and ServiceNow without having to install any plugins in Jira or ServiceNow.

OpsHub integration offers complete GUI-based configuration, without having to code anything. You can refer to[Jira and ServiceNow integration documentation and a demo video](https://www.opshub.com/jira-integration/jira-servicenow-integration/) to learn how OpsHub Integration Manager facilitates a bidirectional integration between Jira and ServiceNow.

Thanks,

OpsHub team


author: Josh_Unito
body: [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463)

You can integrate ServiceNow and JSM with a 2-way sync platform, like [Unito](https://marketplace.atlassian.com/apps/1215945/jira-two-way-integrations?hosting=cloud&tab=overview).

This is a guide on building a [ServiceNow Jira Service Management integration](https://bit.ly/JSMSN-guide) without needing to write script or code.


author: Diana_Architect_ZigiWave
body: [@Andrea Hardy](/t5/user/viewprofilepage/user-id/4786463) , hi there. You can easily make the integration. If you're looking for tools that might be useful - check out the Atlassian Marketplace. One possible solution from there is [ZigiOps](https://marketplace.atlassian.com/apps/1220194/zigiops-jira-servicenow-integration?hosting=cloud&tab=overview). It's 100% no-code, highly customizable and easy to use solution. It easily integrates bi-directionally [Jira\&ServiceNow](https://zigiwave.com/jira-integration-with-servicenow/?utm_source=atls-jirasnow&utm_medium=atls-jirasnow&utm_campaign=atls-jirasnow&utm_id=atls-jirasnow), automates the data transfer (100% safe, no-data is stored) and syncs them. Feel free to explore ZigiOps and even test it via the Free Trial option.

Regards, Diana


Tags: jira-service-management

jira-service-management-server

migration-customer-care

server