Connecting Support & Development

Integrating help desk and development teams has never been easier.

ServiceNow & JIRA Integration

Quickly and easily send ITSM incidents, problems or change requests (CRs) from ServiceNow to Atlassian's JIRA Software.

ServiceNow Incident/Problem/Change Request Workflow

The most common scenario is the escalation of issues that require development resources to fix. You can search JIRA, link incidents or problems to existing issues or "send" incidents/problems/CRs to JIRA where a new issue is automatically created. Once development completes the work, ServiceNow incidents/problems are synchronized with key JIRA issue information --- complete with ServiceNow update notifications.

Escalate to Development & Jira

Easily escalate incidents/problems/CRs that need development to solve. Establish bidirectional links between ServiceNow and JIRA issues.

View Development Status in ServiceNow

Once a JIRA issue is created or a development link is established, support can view issue status and other fields (configurable) --- all within ServiceNow!

Search & Link from ServiceNow

Nobody likes duplicates! Before sending to development and creating a new issue, search for similar issues first. If it's a match, link the incident/problem/CR!

Map System & Custom Fields

Point and click to map fields between ServiceNow and JIRA. You can configure any number or fields, in any direction, be they system or custom fields.

Automatically Create New JIRA Issues

Based on ServiceNow incident or problem field values, automatically create new JIRA issues --- in the right projects! Supports all issue and field types.