Jira – ServiceNow Integration
A scripted REST integration that lets Jira push issue events straight into ServiceNow, automatically creating and correlating an Incident for every issue so both systems stay in sync without manual re-entry.
Engineering tracked work in Jira, but that work had no visibility inside ServiceNow's incident process — there was no out-of-the-box connector between the two platforms. This integration closes that gap with a custom Scripted REST API: Jira calls a single ServiceNow endpoint with an issue key, ServiceNow authenticates the request, calls back into Jira's own REST API to pull the full issue detail, and creates a correlated Incident record — giving both teams a shared, traceable link between a Jira issue and its ServiceNow counterpart.
The Challenge
No native connector existed between Jira and ServiceNow at the time of development, so issues raised in Jira were invisible to ServiceNow's incident process. Details were being copied between systems by hand, and there was no reliable way to trace which ServiceNow record corresponded to which Jira issue.
Key Outcomes
- A single scripted REST endpoint lets Jira push issue events directly into ServiceNow with no manual re-entry
- Custom key-based authentication secures the endpoint without OAuth overhead for a single trusted caller
- Every synced issue is auto-correlated to its ServiceNow Incident for two-way traceability
- A dedicated integration user isolates the connection's credentials from any individual admin account
- Built-in step-by-step logging made the integration straightforward to troubleshoot in production
Inbound Scripted REST API
A CreateJiraIssue resource at /api/125590/jiraintegration/{operation}/{id}/{key} gives Jira a single callable endpoint to push issue events into ServiceNow.
Key-Based Request Authentication
Every inbound call is validated against a dedicated service account's stored credential before any processing runs; invalid keys return a 401 via sn_ws_err.ServiceError.
Scripted Business Logic
The operation script parses the Jira issue JSON payload, extracts the summary and description, and branches its behavior on the operation path parameter.
Outbound Callback to Jira Cloud
A REST Message ("Get Issue Details") calls Jira's own REST API v3 (/rest/api/3/issue/{issueID}) over Basic Auth to pull the full issue detail ServiceNow needs.
Incident Correlation
Creates a ServiceNow Incident (short_description, description, correlation_id, correlation_display) linking each Jira issue directly to its ServiceNow record.
Dedicated Integration User
A scoped "jira Api" service account, referenced via a configurable system property, isolates the integration's credentials from any individual admin login.