101 Setup
IssueSYNC Prerequisites
You need to register IssueSYNC account (email validation to activate the account).
ServiceNow Prerequisites
1. You need at least Administrator account for setting up connection and configuration.
2. However, we recommend to use Service/Actor’s account for data exchange / synchronization.
Please, mind that you should NOT use existing user’s account for Service/Actor’s. If so, changes made by that user will not be synchronized. So you will need additional ServiceNow license or use Administrator’s account.
Required permissions for Administrator account:
Table | Permission | Reason |
|---|---|---|
sys_db_object | read | showing list of tables for synchronization is scope configuration |
sys_script | read, create, delete | managing business rules that trigger events on synchronized tables |
sys_dictionary | read | showing list of columns for synchronization, field mapping action |
Required permissions for Service/Actor’s account:
Table and operations | Permission | Reason |
|---|---|---|
synchronized table (with parent task table) | read, write | required for data synchronization of the selected table |
sys_dictionary | read | required for data synchronization |
sys_user | read | required for searching users by name, email |
sys_choice | read | required for searching options in select fields |
comments, work notes, attachments for synchronized table | read, write | required for data synchronization |
Jira Prerequisites
When installing Atlassian Marketplace App in Jira Cloud instance, dedicated account will be created (this account is only for App purpose and does not consume a license).
You do not have to give any particular access to that account.
Configuration Preparation
Prepare types of tickets/issues/queues you want to synchronize. You can have many such configurations however each have to be unique. It is up to you if you want to synchronize many queues from ServiceNow to sinlge Jira project, many projects, single project and many issue types, etc.
Decide direction of synchronization by selecting Create and/or Update events.
| Jira | ServiceNow | Create | Update | Example |
|---|---|---|---|---|---|
Configuration #1 |
|
| SNow Jira | SNow Jira | Create tickets from SNow in Jira. Update both directions. |
Configuration #2 |
|
| SNow Jira | SNow Jira | Create and Update tickets from Jira only. SNow does not sent any changes. |
Configuration #n | … | … | … | … |
|
For each Configuration prepare:
Fields Mapping (both Jira and ServiceNow)
Prepare list of fields you want to send/push
Prepare list of fields you want to receive/pull
In that case you may point different field types that the source field. For example user (and groups) are often mapped to text field because they don’t have corresponding accounts in other system.
All fields should be easily mapped to text fields.
In case of dictionaries/select lists, make sure that text values are corresponding in both applications.
Comments synchronization direction
Attachment synchronization direction
Configuration | Jira | Direction | ServiceNow |
|---|---|---|---|
#1 | Summary | > | Short Description |
| Description | <> | Details |
| … | … | … |
| Comments | <> | Comments |
| Attachments | > | Attachments |
#2 | … | … | … |
| … | … | … |
Action Plan