ServiceNow + Jira Integration

Learn the best use cases for a ServiceNow Jira integration, which fields can sync between them with Unito, and options for configuration.

In this article:

Unito Sync Platform enables IT and development teams to seamlessly collaborate on incidents, records, issues, tasks and more. You can turn Jira issues or tasks into ServiceNow records or incidents and vice versa with a few simple steps in Unito.

Here's a demo with one of our integration experts:

What does Unito sync between ServiceNow and Jira?

Here are just some of the fields you can sync between ServiceNow and Jira with Unito. Since every ServiceNow instance is unique and there are dozens of possible fields, we've only listed out a few. Here is a more in-depth list of syncable ServiceNow fields.

ServiceNow   Jira
Short Description ←→ Title (Summary)
Description ←→ Description
Number   Issue Number
Work notes Comments
State ←→ Status
Priority / Impact / Urgency ←→ Priority / Urgency
Assigned to ←→ Assignee
Category, Subcategory ←→ Labels
Task due date ←→ Due date
Description footer Attachments
Link to record Description footer
Description footer Link to issue
Created, Updated ←→ Created, Updated

Jira ServiceNow Configuration Overview

  1. Connect Jira to Unito via OAuth 2. Otherwise, you'll have to perform a few additional Jira configurations.
  2. Set up a  new service account for your ServiceNow flows (optional, but recommended). Be sure to change the new account's password before connecting to Unito.
  3. Connect your ServiceNow account to Unito. You will need your ServiceNow Domain URL, username, and password.

How to build a ServiceNow Jira flow

Step 1. Connect your ServiceNow and Jira accounts

  1. From the Unito dashboard, click +create a flow.
  2. Select Start Here to connect ServiceNow and Jira Software.
  3. Then +Choose account to specify the Jira project and ServiceNow table you plan on syncing.

ServiceNow Jira connect

Learn more about connecting accounts to Unito.

Step 2. Set a flow direction

  1. Choose between a 1-way flow or 2-way flow. This determines where Unito will automatically create new incidents or issues based on your manual activity.

ServiceNow Jira flow direction

Learn more about flow direction.

Step 3. Apply rules to filter sensitive or irrelevant data

  1. Select Add a new rule to apply conditions to your flow that determine how records or items sync.

ServiceNow Jira rules

Issues and incidents that match your rules will stay in sync with Unito.

As soon as the rules no longer apply, that item will stop syncing. 

Step 4. Link fields between ServiceNow and Jira

  1. Click + Add mapping to add a new pair of fields to be synced. Then, click Select a field for each tool, and find the appropriate field to map.

ServiceNow Jira fields

Clicking on the gear or cog icon beside a pair of fields will allow you to configure the individual values or statuses of that field to link them when one or the other is changed manually.

ServiceNow Jira valuesHere's more general information about field mappings in Unito. Here's how to find fields in ServiceNow.

Note: If you don't configure field values as highlighted above, Unito will refer to your default rules when syncing new items.

Additional options in Jira and ServiceNow

Here are several additional options for ServiceNow and Jira:

Syncing attachments

You can send attachments from Jira to ServiceNow, but we're still working on sending attachments from ServiceNow to other tools! Simply add "attachments" in your mappings and send them to an appropriate location in your record. In our demo, we added the attachment to the description footer:

Attachments from Jira to ServiceNow

Filter by tag or label

Unito will sync all tickets and issues by default, but you can customize your workflow by syncing just some of them with rules.

Filter by ticket type

You can filter which type of items you want to synced between Jira and ServiceNow by setting rules based on issue type.

One-way flow with two-way updates

You can choose to sync only from ServiceNow to Jira or Jira to ServiceNow by changing flow direction.

Default type for new Jira issues

Unito lets you choose which issue type should be created in Jira each time a new incident is synced from ServiceNow.

Sync incidents/issues already closed

Unito will automatically sync open tickets or issues. But here is how to also sync closed tickets and issues prior to the sync creation.

Prefix ServiceNow record with Jira issue number

Unito doesn't sync the ticket numbe by default but you can enable numbers syncing to task titles in your sync settings under the more options tab.

ServiceNow Jira number

Looking for an expert? Get in touch with our solutions team to assess your organization and we’ll provide a live demo.