Page Comparison

Jira to ServiceNow

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Two way integration with the Canvas Intake (CI) Jira project and Service Now. Current mapped business services: 

• SASS Maintenance Services
• Classes*v2 
• Canvas

Full mapping document: CANVAS Jira: SN - Field Mappings and Triggers

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To push an incident from ServiceNow to the Canvas Intake Project in Jira, choose "Canvas Technical Support" as the assignment group:

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A link to Jira will appear in the activity section:

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Important Notes

• Jira Reporter, Issue Type, and 'Create ServiceNow?' is are only used mapped during SN creation , it is not mapped to anything after creationand do not continue to sync. Changing these will not affect the ServiceNow incident.
• Notifications Jira notifications are turned off on Jira's side. You will still get notified by ServiceNow
• Jira comments = SN work notes
• Do not for the Canvas Intake (CI) project. All notifications will be sent from ServiceNow
• DO NOT change 'Contact type' or anything under the 'Additional Tickets' tab on ServiceNow. It is essential that 'Jira' is selected for Contact type.
• New Attachments gets uploaded to SN. Deletions and name changes are not sync'd

ServiceNow to Jira

• To initiate a Canvas Intake Jira ticket from ServiceNow, simply select 'Canvas Technical Support' as the Assignment Group.and existing attachments are synced with ServiceNow, however attachments deleted in Jira will not be removed from ServiceNow
• Comments in Jira map to Work Notes in ServiceNow (not visible to the client)

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To push an issue from Jira to Service Now, choose the related business service from the "CreateServiceNow" field (only available in the Canvas Intake Project). Image Added

Refresh the page to see a link to ServiceNow incident in the comments: 

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Important Notes

• SN Client will be used only on creation to set the Jira Reporter. They are not only mapped afterwards on creation and can be changed individually after the fact. If the client is not found in Jira, it will default to Workato Service Account. 
• Business Service and Category are also only used during creation to select the correct Issue Type on Jira.
• See above on SN State, priorities, assignee, short description, and description.
• Jira 
• Additional Comment and Work notes will come into Jira comments with a note which type it was and who wrote it.

For additional details and full mapping schema see: CANVAS Jira: SN - Field Mappings and Triggers