Jira Service Management - ServiceNow Integration Use Case

Jira Service Management
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You can use this integration if your main ITSM tool is Jira Service Management and you need to sync ServiceNow tickets with it. The opposite is also possible, as this integration is bi-directional.

When an Incident is created in Jira Service Management, ZigiOps will detect it based on a scheduled interval (every minute) and it will create a related Incident in ServiceNow. ZigiOps gives you a high degree of data filtering control, so that you can make sure the platform collects only the required Jira Incidents. You also have full control of the platform’s data field mapping capabilities, allowing you to define how it reports data to ServiceNow. Regular fields, custom fields, lifecycle fields, issue links and comments are all a part of the synchronization.

ZigiOps collects updates for tickets in each system that are already logged in the other system. The platform does that at a regular interval (every minute) and synchronizes the records for regular fields, custom fields, lifecycle fields, and comments.

Challenges for Jira SM and ServiceNow users

Jira Service Management and ServiceNow are among the most popular service desk/ITSM solutions on the market. Sometimes, companies use two different ITSM tools at the same time, for example, as a result of a merger, or when different teams in the same organisation use different ITSM platforms for ...

Jira Service Management and ServiceNow are among the most popular service desk/ITSM solutions on the market. Sometimes, companies use two different ITSM tools at the same time, for example, as a result of a merger, or when different teams in the same organisation use different ITSM platforms for their purposes. Usually, companies use one of the apps as their main ITSM tool, while the other is used to complete the collected data, or as an additional data point. Alternatively, different teams can use each tool for a particular purpose and synchronize the two for specific data sets. If you need to sync Jira SM and ServiceNow, having a simple solution to connect them and transfer and update data in both directions is highly beneficial. ZigiOps helps you sync both tools and benefit from a seamless end-to-end data flow.

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How do we solve them?

With ZigiOps’ out-of-the-box, fully customizable templates, integrating your systems is quick and easy. Connect Jira SM and ServiceNow with ZigiOps’ bi-directional integration between the two apps and benefit from a seamless end-to-end data flow and an improved cross-team collaboration. With ...

With ZigiOps’ out-of-the-box, fully customizable templates, integrating your systems is quick and easy. Connect Jira SM and ServiceNow with ZigiOps’ bi-directional integration between the two apps and benefit from a seamless end-to-end data flow and an improved cross-team collaboration. With ZigiOps, you get a wide set of actions, conditions, and transformations that are ready for you to deploy and to use. Our integration between Jira SM and ServiceNow automates the entire data exchange process and keeps both systems updated in real-time. This way, you can eliminate errors and endless email threads, fix bugs and solve issues faster than ever, and improve customer satisfaction dramatically.

Automatic data exchange between Jira SM and ServiceNow

Bi-directional data transfer and update synchronization

Related records synchronization (lifecycle and regular fields, comments, attachments)

Integration Benefits

Bi-directional update synchronization

Full visibility into recurring problems of the IT infrastructure

Real-time updates of related records

Resources

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