In the modern business, data is the lifeblood of any organization. However, when this data is locked away in separate systems, it can create blockage, miscommunication, and inefficiencies. Many teams store vast amounts of information on SaaS platforms like ServiceNow and Jira. Each platform serves a unique purpose, but they often need to work together to get the full potential of your business processes.
In this blog, we’ll walk you through the best way to integrate ServiceNow with Jira in just six simple steps using Exalate, a powerful and flexible integration tool. By the end of this guide, you’ll be able to sync data between these platforms effortlessly, boosting productivity and collaboration across your teams.
Why Do You Need an Integration in the First Place?
Before getting into the step-by-step process, let’s take a moment to understand why this integration is so crucial. Imagine a scenario where your customer service team, working in ServiceNow, logs a high-priority incident that requires immediate attention from the software development team. The developers, however, operate exclusively in Jira. Without integration, the service desk team might have to manually communicate the issue to the developers, leading to potential delays, miscommunication, and even errors.
Integrating ServiceNow with Jira eliminates these issues by automating the flow of information between the two platforms. When an incident is logged in ServiceNow, it can automatically create a corresponding task in Jira, complete with all relevant details. As the developers work on resolving the issue, their progress updates can be reflected back in ServiceNow, keeping everyone in the loop without manual intervention. This integration not only saves time but also ensures that your teams are always working with the most up-to-date information.
Choosing the Right Integration Solution
Not all integrations are created equal, and choosing the right tool is critical to the success of your project. When selecting an integration platform, you’ll want to consider several key factors:
- Autonomy: Both ServiceNow and Jira users should retain control over their data. The integration should allow teams to decide what information to share and what to keep private, ensuring compliance with data protection regulations.
- Reliability: A good integration should be resilient, capable of handling outages on either side, and able to restore itself automatically. This reliability ensures that your teams won’t have to repeatedly troubleshoot connection issues.
- Flexibility: The integration tool should offer customizable options for mapping fields, filtering data, and setting synchronization rules. It should cater to both non-technical users who need simplicity and advanced users who require more complex configurations.
After evaluating various options, we’ve chosen Exalate for this integration. It’s decentralized, meaning each side of the connection (ServiceNow and Jira) maintains its autonomy; it’s reliable, with automatic recovery from outages; and it’s flexible, offering both a user-friendly interface and a powerful scripting mode for advanced configurations.
How to Integrate ServiceNow and Jira Using Exalate
Now that you understand the importance of integration and have selected the right tool, let’s discuss about setting up your ServiceNow and Jira integration using Exalate. Follow these six simple steps to get your teams working together seamlessly.
Step 1: Install Exalate on Jira
The first step in setting up your integration is to install the Exalate app on Jira. Here’s how you do it:
- Go to the Atlassian Marketplace: Open Jira and navigate to the Atlassian Marketplace.
- Search for Exalate: In the search bar, type “Exalate Jira Issue Sync & More” and select the app from the results.
- Install Exalate: Click on the “Install” button. If you’re using Jira Cloud, select “Cloud” when prompted, and specify the site where you want to install Exalate.
This quick installation process brings Exalate’s powerful capabilities directly into your Jira environment, setting the stage for a robust integration.
Step 2: Install Exalate on ServiceNow
With Exalate installed on Jira, the next step is to install it on ServiceNow. The process is slightly different from Jira but just as straightforward:
- Create a Separate Exalate Node: Since Exalate is decentralized, you need to create an Exalate node specifically for ServiceNow. You can do this by following Exalate’s detailed instructions for setting up the node in Docker or by contacting Exalate for an evaluation instance on their servers.
- Watch the Setup Video: If you prefer a visual guide, Exalate offers a helpful video tutorial that walks you through the installation process on ServiceNow.
Once you’ve installed Exalate on both platforms, you’re ready to connect them.
Step 3: Connect Your Jira and ServiceNow Instances
Now that Exalate is up and running on both Jira and ServiceNow, it’s time to connect them. You can initiate the connection from either platform, but for simplicity, we’ll start with Jira:
- Open Exalate in Jira: Navigate to the Exalate screen in Jira, click on “Connections,” and then select “Initiate Connection.”
- Enter Your ServiceNow URL: Input the URL for your ServiceNow instance.
- Choose a Configuration Mode: Exalate offers different configuration modes, including a Basic mode for simple setups and a Script mode for more complex configurations. Start with the Basic mode if you’re new to Exalate.
- Select a Project: Choose the Jira project you want to link with ServiceNow and confirm your admin access.
- Initiate and Confirm: Click “Initiate” to start the connection process, then “Confirm” to complete it. After a brief verification, your connection is established.
For those who need more flexibility, Exalate’s Script mode allows you to customize the integration further. This mode lets you define how data should flow between the two platforms, offering unparalleled control over the integration process.
Step 4: Configure Your Connection to Filter What Data is Shared
With the connection established, you can now fine-tune it by configuring what data gets shared between ServiceNow and Jira:
- Open the Connection Editor: On the Exalate screen, find your connection and click “Edit.”
- Navigate to the Rules Tab: Here, you’ll see a list of rules that govern the data flow between ServiceNow and Jira.
- Modify the Rules: You can add, remove, or edit these rules to control what data is sent and received. For example, you might choose to sync only high-priority incidents or exclude certain types of tasks from syncing.
This step is crucial for ensuring that each team gets the information they need without being overwhelmed by unnecessary data. It also helps maintain data privacy and compliance.
Step 5: Set Up Triggers to Control When Information is Shared
Triggers are rules that determine when data synchronization should occur. Setting up these triggers ensures that information is shared automatically, based on predefined conditions:
- Go to the Triggers Tab: In the connection editor, click on the “Triggers” tab.
- Create a New Trigger: Click “Create Trigger” to define a new rule for synchronization. You can set triggers to sync specific Jira issues or ServiceNow incidents based on defined criteria.
- Define Conditions: In Jira, triggers are set using JQL (Jira Query Language), while in ServiceNow, you use ServiceNow’s search syntax.
Once triggers are set, Exalate automatically syncs relevant data, keeping your teams updated with the latest information.
Step 6: Begin Sharing Data
With everything configured, your integration is ready to go live. Here’s what you can expect:
- Automatic Synchronization: Once the connection is live, Exalate will begin sharing data between ServiceNow and Jira based on your defined rules and triggers.
- Monitoring: While Exalate works silently in the background, it’s a good idea to monitor the initial data syncs to ensure everything is working as expected. Check that the data is flowing correctly and that there are no errors or discrepancies.
If all looks good, congratulations! You’ve successfully integrated ServiceNow with Jira, streamlining your data sharing process and enhancing collaboration between your teams.
Integrating ServiceNow with Jira using Exalate is more than just a technical exercise—it’s a strategic move that can transform how your teams work together. By automating data sharing, you eliminate silos, reduce manual tasks, and empower your teams to focus on what they do best: solving problems and delivering value.
At Holograph Technologies, we specialize in helping businesses like yours utilized the power of integration to improve efficiency and drive results. Whether you’re just getting started with Exalate or need expert guidance on optimizing your existing setup, our team is here to help.
If you’re ready to see the full potential of your ServiceNow and Jira integration, Contact us today. Let’s schedule a consultation to discuss how we can tailor an integration solution that meets your unique needs and sets your teams up for success.
