ServiceNow and Jira Software Integration


Integration Overview

Improve collaboration between your support and development teams by integrating ServiceNow and Jira Software. This helps the teams get access to customer issues in real time, get status updates, understand requirements, and solve issues faster. The ConnectALL Integration Platform synchronizes data bi-directionally between these two best-of-breed tools, therefore eliminating copying and pasting tickets, use of spreadsheets and emails, duplicate data entry, and status meetings. Your teams can focus on delivering value, reduce quality issues, delivery delays, and unnecessary costs.


Integration Patterns


  • Application Lifecycle Management
  • IT Service Management
  • Test Management

ServiceNow Jira

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Benefits for Jira and ServiceNow users


Jira ServiceNow Integration

Synchronized entities between ServiceNow and Jira

Incident, Problem, Change Request, Test Management entities including test cases

ServieNow Jira

Benefits for Jira and ServiceNow users

ServiceNow Users

Access business requirements and associated updates from within ServiceNow

Categorize and transfer customer tickets easily to Jira

No manual efforts for updates on customer issues and priorities

Jira Users

Traceability for business requirements 

Visibility into customer issues and priorities

No dependency on manual communication for making decisions

Use Case


ConnectALL syncs data (historical and current) automatically and bi-directionally between ServiceNow and Jira, giving the users access to customer requirements in real time. Tickets from ServiceNow synchronize into Jira and the entities attached to these tickets also synchronize back to Jira.


Problem


A customer logs a ticket with the support team. The support team identifies it as a defect and reports it to the development team. And the development team reports that the defect is a known defect and will be fixed soon.

Solution


When ConnectALL integrates ServiceNow and Jira, it automatically updates the status of the defect as ‘in progress’ to the support team with no manual communication. When more customers log tickets with the same issue, the support team can easily communicate the status without contacting the development team. The response time to the customer is faster.

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