Integrate Jira with ServiceNow

Integrating Jira with ServiceNow allows customers to get the service they need when they need it. When ServiceNow and Jira are connected, customer support and development teams can communicate and collaborate in real-time. This results in faster issue resolution, higher-quality solutions, and greater productivity for both support and development teams.

Without this type of connection between Jira and ServiceNow, the service request a customer submits may appear lost due to a lack of communication. Using API-led connectivity to share information back and forth between all systems and people allows for the customer’s request to be processed quickly, creating a positive customer experience. 

Why integrate ServiceNow and Jira?

When these systems are siloed, information must be manually transferred back and forth to communicate information and resolve customer tickets. Creating a bi-directional communication path between Jira and ServiceNow is the optimal way to collaborate across teams to settle customer tickets quickly. This type of communication between these systems makes teams highly productive, organized, and reduces collaboration barriers. 

These two systems can mirror each other depending on the request and perform an action in one system based on information put in the other. For example, the automatic creation of a JIRA ticket when a product defect is reported in ServiceNow, syncing all comments, statuses, and auto-resolves the ticket when the issue is resolved. 

Benefits of connecting Jira and ServiceNow: 

• Getting service tickets resolved quickly, improving the customer experience. 
• Increasing visibility of IT workflows and statuses of service tickets.
• Cross-team communication is built into the support workflow. 
• IT spends less time pulling tickets and requests between systems and less time on lower-level customer tickets that can be automated. 

Jira and ServiceNow are both solutions that are often connected to dozens, if not hundreds, of systems. While this may be just one point that needs to be integrated, application networks with reusable APIs allow IT teams to connect any system quickly and easily, rather than recreating this same API with new code.

Integrating Jira and ServiceNow with Anypoint Platform

MuleSoft’s reusable ServiceNow connector, systems across all functions can be integrated with the Now Platform to over 120 Anypoint connectors. Using the Anypoint™ ServiceNow connector and the Atlassian JIRA REST Connector, IT teams can easily create bi-directional communication between ServiceNow and JIRA.

The Anypoint ServiceNow connector gives businesses the ability to sync ServiceNow data to a variety of systems and applications to and extend IT service management (ITSM) capabilities. With the Atlassian JIRA Connector, businesses can sync data and automate processes between JIRA and systems like ServiceNow or other collaboration, mobile, or social applications.

Together these connectors can update ServiceNow and Jira in real-time as updates occur in either system. Going off the earlier example, incoming SOAP messages from ServiceNow are automatically created in Jira with the Atlassian JIRA REST Connector. Updates to that ServiceNow tickets are synced live thanks to the ServiceNow connector.

Integrating these two systems with the Anypoint Platform extends the capabilities of Jira and ServiceNow and provides customers with rapid, high-quality service. This API-led connectivity allows for businesses to get the full use of their systems and allows for communication and support across both internal and external systems. 

To see other pre-built connectors, see our Anypoint Platform Exchange.