OpsHub Integration Manager for ServiceNow - Jira Integration

Synergize the best of ITSM & agile project management capabilities with a bi-directional sync between ServiceNow & Jira

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Companies that trust OpsHub Integration Manager for robust & high-fidelity data integration

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What happens when you integrate ServiceNow and Jira?

It provides a unified incident management process ensuring that incidents reported in ServiceNow are automatically synced with Jira issues for enhanced visibility

Helps cross-functional teams gain accurate reporting and analysis by improving visibility into their IT operations and development processes

Allows complete visibility for the support team to take quick actions on customer tickets and priorities and stay on top of sales entitlement

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Common challenges when integrating ServiceNow & Jira

  • Differences in workflow: Integrating ServiceNow and Jira may lead to data omission due to the differences in custom fields, data values, and differences in workflows.
  • Data duplicity: Duplicate data gets integrated when Assignment Group is updated in ServiceNow, or issue type is changed in Jira.
  • Format retention: ServiceNow and Jira use different formatting languages (HTML vs Wiki markup). This can mess up data during integration if formatting isn't preserved.
  • Performance issues: Bulky integration between ServiceNow and Jira may impact system performance, especially when dealing with large datasets or complex workflows.
  • Assigning ServiceNow items to Jira projects: Jira users use Projects, whereas ServiceNow users often use 'Assignment Group' or some other field, for organizing their data.
  • Slowed down ServiceNow and Jira instances: A plugins-based approach slows the integration down either due to plug-in itself or a bulky API.
  • High implementation & maintenance cost: Script-heavy integrations get complex to maintain and update. Changes in either system require revisiting or readjusting the scripts.

How to integrate ServiceNow & Jira

First choose your Integration approach based on sync fidelity, scalability & cost-effectiveness

Scalable Integration Data Fidelity Low Maintenance Cost

Script-Based

(build your own sync tool)

Heavily relies on custom scripts which is time-consuming & error-prone to manage at scale

Heavy scripting is needed to minimize information gaps for each information type i.e. comments, embedded content, data movement, attachments etc.

High implementation & maintenance cost. Needs dedicated tech resource for script maintenance

Workflow Automation

(similar to script-based, but
with GUI)

Relies on drag & drop pre-made triggers and connectors. Needs scripting for custom integration

Requires sync admin to script for conflict and system recovery management

High maintenance cost as sync admin is essentially scripting integration in each workflow.

Plugin-Based

(Sync add-on installed in end points)

Slows down the system by adding to processing required and consuming same resources as server

Potential for information gaps in complex integration since plugins generally do not handle complex data

High to medium maintenance cost because of frequent admin interference due to missed events

OpsHub Integration Manager

(Central sync hub with out-of-box sync capabilities)

Incremental data fetching to avoid system overload. GUI-based sync configurations

Out-of-box no-code features to ensure predictable sync taking care of conflicts and system down scenarios

Low maintenance due to self-led & reliable sync capabilities

OpsHub Integration Manager: Central-sync hub for high sync fidelity, scalability & cost-effectiveness

OpsHub Integration Manager (OIM) is industry’s leading independent central sync hub that promises:

  • Zero data leakage: No information gaps during the sync
  • Scalable & limitless integration: Sync across any tools & environments
  • Low maintenance costs: GUI-based interface for common integration use cases & customized workflow for complex business requirements
How does this ensure seamless integration between ServiceNow and Jira?
  • OpsHub Integration Manager retains formats between HTML & Wiki via an out-of-box & no-code approach.
  • Automatic assignment of ServiceNow tickets to Jira project without any manual intervention.
  • Takes care of project and issue movement across ServiceNow & Jira without creating duplicate variants.

Exploring more features of the OpsHub Integration Manager

One tool for all your sync needs

Scale effortlessly without writing code

Built-in conflict resolution + recovery

Deployment flexibility: On-Premises & Cloud

Zero data loss that helps in creating reliable compliance reports

End-to-end traceability: Zero missed event during the sync

Integrate ServiceNow & Jira in 5 easy steps

01

Step

Setup connection to ServiceNow & Jira

02

Step

Select project(s) to be integrated

03

Step

Select entity(es) to be integrated

04

Step

Select sync direction and sync filter

05

Step

Click and map fields to be integrated

Use case: How ServiceNow & Jira Integration Works

Creating a bridge between ServiceNow & Jira allows the ITSM, DevOps and other cross-functional teams to synchronize data and workflows between the two platforms. Let’s have a look at how OIM creates this bridge:

Problem statement:

The support team receives a ticket from a customer. The support engineer classifies the ticket as a ‘defect’ or ‘enhancement’ and shares it with the development team for resolution. The development team responds that the ‘identified defect’ is a ‘known defect’ and is in process of resolution before the next release.

Solution:

With bi-directional sync of ServiceNow and Jira using OpsHub Integration Manager, defect status would automatically sync to 'In Progress' in ServiceNow, including the expected resolution date, enabling a faster customer response.

  • Multiple customers report similar issues related to the product in ServiceNow.
  • The support team analyzes these tickets and reports them as a ‘problem’ in ServiceNow.
  • In Jira, the development team identifies a ‘defect’ in the solution corresponding to the ServiceNow problem. They add a comment to the ‘defect’ stating that it will be resolved in the next release (and expected date).
  • The support team receives the information as ‘comments’ in ServiceNow.
  • When a new customer logs a ticket asking for resolution of the same defect, the support team immediately responds to the customer stating that the ‘defect’ is being resolved and the customers will have a solution by the next release.

Business value provided

0 %
better resource utilization
0 %
growth in SLA turnaround time
0 %
increase in customer satisfaction

What they said

Success stories of those who tried, experienced, and scaled growth with OpsHub

When it comes to live synchronization, it is something very magical for us because the teams are working on their own ADO team projects and they need to be least worried about whatever updates they make – their epics, features and bugs, they get automatically synced so that management can see the information as a whole organization.
<b>Dibya Pattnaik</b></br><span class="test-designation">Head of R&D DevOps</span>
Dibya Pattnaik
Head of R&D DevOpsABB
We have recaptured 15-20% of our developer productivity. The developers always have clarity on which items are top priority, and we can give customers real-time status updates on the spot. With OpsHub, everyone is much more relaxed, and we can resolve more issues faster.
<b>Kristina Larsen</b></br><span class="test-designation">Development Manager</span>
Kristina Larsen
Development ManagerX-celerate
We found the technical support from OpsHub to be exceptional as it helped us to solve several problems and optimize how we use the integration. We went from slow and cumbersome, heavy releases spanning years to lower-risk and simplified release cycles spanning months.
<b>Rob Ayers</b></br><span class="test-designation">Senior Staff Systems Engineer</span>
Rob Ayers
Senior Staff Systems EngineerA-dec, Inc
Case Study

CSI Leasing Transforms DevOps Leveraging OpsHub

CSI Leasing, Inc., based in St. Louis, MO, is a leading financial leasing and IT Asset Disposition (ITAD) company with a global presence in the Americas, Europe, and Asia-Pacific. As one of the world’s largest equipment leasing companies, it offers leasing financing, asset management, end-of-life data security, and disposal services in over 50 countries. With a five-decade focus on technology solutions, CSI Leasing is a recognized industry leader.

Get started with your ServiceNow & Jira integration today!

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Frequently Asked Questions

The frequency of sync of issues between ServiceNow and Jira can be set up to sync in near real-time at 30-seconds or 1 minute or at a specific interval (e.g., every 15 minutes) using OpsHub Integration Manager.

When an issue is deleted from Jira or ServiceNow, OIM will move its twin in other system to recycle bin, if there is one else will mark the twin as deleted in a field or comments.

Yes; OIM supports on-premises / customer private cloud installation of solution, in addition to a OpsHub cloud option. As OIM is not a plug-in, all requests will be inbounded from OIM to ServiceNow/Jira. No outbound requests from ServiceNow/Jira will be made.
Yes. OpsHub can direct requests to wrapper or API gateway instead of using default ServiceNow endpoints. It can be done two ways – no-code way i.e. by keeping API signatures in wrapper/API engine same as ServiceNow end points or writing a custom connector to talk to wrapper/API engine
Yes. OpsHub allows user to map Assignment group or any other ServiceNow field with Jira project to handle simple or complex routing logic

Out of the four integration approaches available in the market, here’s a quick view of why a central sync hub is a superior approach:

  • Script – Based approach – Highly customizable but time consuming with a higher maintenance cost.
  • Workflow Automation – Similar to script-based approach, it just gives drag-drop UI to script integration.
  • Plugin – Based approach – Limited customization, often results in missed sync and end-system slowdown.
  • Central Sync Hub – No-code sync, pre-built sync capabilities, near real-time data, error handling. Scripting for power users.

Yes, many integration solutions offer bidirectional synchronization, allowing updates made in ServiceNow & Jira to be reflected in the other system automatically.

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