Jira – ServiceNow Integration Use Case

Jira
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Our ServiceNow Jira integration offers a few possible use cases, where you can sync events, incidents, CMDB CIs, and more. Here is one of the most common we have seen.

The helpdesk team receives a new incident in their ServiceNow queue. After investigating the issue, they find out that the problem is the result of a software bug, and should be handled by the DevOps team. This is the perfect opportunity to create an integration between Jira and ServiceNow.

Thanks to ZigiOps, the ITSM team doesn’t need to open Jira and manually log the bug. The integration platform creates it automatically and updates it in real-time, which guarantees efficient application lifecycle management (ALM).

The communication between the helpdesk team and the developer working on the bug is effortless. It doesn’t require any additional tools: everything takes place in the comments. Log files, traces, issue links or other attachments are easily synchronized. This helps streamline defect tracking and resolution, improves change request management, and prevents any communication bottlenecks.

Once the developer fixes the issue, the ServiceNow incident is instantly updated. The end customer receives a notification that their problem is resolved.

Challenges for Jira and ServiceNow users

ServiceNow is one of the most popular IT service management (ITSM) applications. Jira is a widely used DevOps solution used to plan and manage software development projects. Companies use both systems to distribute tasks between teams and departments, manage their resources, and plan work. To do ...

ServiceNow is one of the most popular IT service management (ITSM) applications. Jira is a widely used DevOps solution used to plan and manage software development projects. Companies use both systems to distribute tasks between teams and departments, manage their resources, and plan work. To do that successfully, they need a Jira - ServiceNow integration, which transfers information between the two. If you’re using the platforms without an integration that links them, you risk creating silos, duplicate, or incomplete records. This often results in the incorrect handling of incidents or projects, and teams aren’t working in alignment. If manual work such as logging tickets in Jira from ServiceNow events or incidents uses up much of your resources, you’re slower to handle issues, and your customer satisfaction metrics can suffer.

How do we solve them?

An integration platform that syncs data between Jira and ServiceNow helps you improve your operational efficiency. With it, you can solve issues faster than ever, and set up a seamless end-to-end data flow. Additionally, the Jira ServiceNow integration optimizes cross-team collaboration and helps ...

An integration platform that syncs data between Jira and ServiceNow helps you improve your operational efficiency. With it, you can solve issues faster than ever, and set up a seamless end-to-end data flow. Additionally, the Jira ServiceNow integration optimizes cross-team collaboration and helps you serve your customers better.

Seamless bi-directional integrations between Jira and your other software tools

Pre-built use cases: out-of-the-box templates you can set up in a few minutes

Conditional field mapping for a simplified integration logic

Integration Benefits

Fully customizable workflows with chained and dependent actions

Global schema: automated relations between data from different sources

Advanced retry mechanism and a user-configurable logic

Resources

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