Jira to ServiceNow
- By default the 'Create ServiceNow?' field is selected as 'No'. Select one of the three options (business services) to initiate a ServiceNow incident with that business service. Refresh the page and there should be a comment on the ticket now with a link to the ServiceNow incident.
- Jira summary is mapped with SN short description
- Jira description is mapped to SN description
- Please see mapping document for info on how priority maps.
- Jira Status to SN State mapping: Jira To Do = SN Unassigned, Jira Resolved = SN Resolved, Jira Closed = SN Invalid or Closed, Jira In Progress = SN Assigned or everything else not listed.
- Jira Assignee = SN Assignee
- Jira Reporter, Issue Type, and 'Create ServiceNow?' is only used during SN creation, it is not mapped to anything after creation. Changing these will not affect the ServiceNow incident.
- Notifications are turned off on Jira's side. You will still get notified by ServiceNow
- Jira comments = SN work notes
- 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.
- SN Client will be used only on creation to set the Jira Reporter. They are not mapped afterwards and can be changed individually.
- 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.
- Additional Comment and Work notes will come into Jira comments with a note which type it was and who wrote it.