The Jira side of the ServiceNow Jira SIAM integration involves setting 3 pieces:
To begin a Webhook needs to be created which will communicate with the Perspectium MBS. For general information on how to create a Webhook see Atlassians documentation. To create a Webhook that will link to the Perspectium MBS you will need:
The URL will be provided by Perspectium. Once you have this information log into the Jira account that has administrative access and use these steps to create the Webhook:
Per Atlassian, webhooks currently do not support the issue_deleted event that should be triggered when an issue is deleted and thus deletes initiated in Jira are not currently supported.
The ServiceNow Identifier & Sys ID custom fields in Jira will allow for the bonding of a ServiceNow incident with a Jira issue. This needs to be done to ensure that both ServiceNow and Jira can identify the issues/incidents being replicated. To add these custom fields, you will need a Jira account with administrative access to your Jira instance or the project you wish to share from. View the Atlassian documentation for general information on creating or configuring a custom field. To create the custom ServiceNow Identifier & Sys ID fields in Jira, follow these steps:
Once these steps have been completed, save the custom fields and verify that they have been created.
Once the ServiceNow Identifier & Sys ID fields have been created and configured, you will now need to find the customFieldId for both of these fields and provide those ID numbers to Perspectium Support. This is needed for the Perspectium Mesh setup and can be obtained in two ways:
If you are using any other custom fields that you wish to be replicated as well, provide Perspectium Support with the exact name of the field, the type of field, and the field's customFieldId.
Your Jira instance should now be set up to replicate to and from your ServiceNow instance.
For more information on setting up the ServiceNow Identifier & Sys ID custom fields in your Jira instance or other mapping features for Jira, see here.
The changes that are sent into Jira will be fired through a Jira user that you will have to create. We recommend creating a “ServiceNow Integration” (or a similarly named) user to handle this. This user will require the proper access to create, edit, assign, comment, etc on your tickets. To get a better idea of what this entails look at your current “Permission Schemes” under your Jira Administration > Issues (alternatively type “gg” to bring up the Administrator shortcut and search “Permission Schemes”).
If you are using the Repeater Agent this is the user that you will be authenticating to your Jira instance with. If you are not using the Repeater Agent you will have to provide the details of this user to Perspectium in order for our Message Broker Service to connect to your Jira instance.
Perspectium support will configure the Perspectium MBS for your ServiceNow to Jira SIAM integration. To ensure that everything is configured correctly make sure to provide Perspectium Support with: