ServiceNow Request Integration Information and Best Practices

Request Integration Details

1. Request is created in ServiceNow

2. Request is assigned to an an assignment group that has been configured to sync with Jira.

3. Integration with Jira is triggered when the request is assigned to an identified assignment group that is mapped to a Jira project.

4. A “ServiceNow Request” issue type is created in the mapped project in Jira.

5. Updates made to the “ServiceNow Request issues sync back to ServiceNow.

6. Updates made in ServiceNow request sync back to Jira.

7. Affected System and Close Notes are required on each side

Issue is reassigned to another group and no longer part of my project

If the ticket is reassigned and the new assignment group is not in your project:

1. Make sure that new assignment group has already synced

2. Unexalate the issue.

3. Open

   
   Open

   

4. Wait for the issue to clear the queue.

5. Close the Jira issue.

In ServiceNow, the Integration fields will not clear but you can check for the last sync date to ensure it did not sync after you Unexalated.

Issue is moved to another issuetype

Instructions for setting up automation rules