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servicenow_jira_common_document_integration

Common Document Integrations

This page details specific information related to the different process integrations between ServiceNow and Jira. All integrations use Perspectium's Common Documents for sharing data. For more information, please contact support@perspectium.com.

Common Change

Because ServiceNow change requests are generally mapped with Jira's story and epic issue types, an “issue_type” attribute should be created in your ServiceNow's outbound table map.

For example, if you want to map your change to a Jira story, you would create a table map to set the issue_type attribute to “Story”: For Epic, you would set up the above to have:

answer = 'Epic';

Common Request

1. Update Sets

To begin using the common request format in your ServiceNow - Jira integrations first follow the instructions in the ServiceNow - Jira Installation Configuration page in order to get general ServiceNow - Jira SIAM integration properly installed. Once that is done install the latest Perspectium Common Request update set.

2. Outbound Table Map

In order for the ServiceNow to Jira direction to work an outbound table map must be set up. You need to create a separate outbound table map for each integration you want to do. Go to Perspectium - Table Maps and create a new outbound table map like so (for this example we will use the sc_task table as the source table):


After that you can click “Add all source table fields” to map fields from the source table to the common request format.
You can customize this table map and the field maps as you wish or leave it as is, however there are several field maps that must be created as specified below for records to be properly created in a Jira:

Note: For each field map mentioned below, Field Length can be left as the default value.

  1. Create a field map with Source Field as ${TM:psp_attachment;table_sys_id=$[GR:sys_id];jira_sent}, Target Field as attachments, Use Script as false, and Field Type as String.

  2. Create a field map with Source Field as CorrelationId, Target Field as @CorrelationId, Use Script as true, and Field Type as String. Set the Source Script to
    answer = current.correlation_id;
  3. Create a field map with Source Field as IssueType, Target Field as @issue_type, Use Script as true, and Field Type as String. Set the Source Script to
    answer = "Request";
  4. Create a field map with Source Field as JiraProject, Target Field as @JiraProject, Use Script as true, and Field Type as String. Set the Source Script to
    answer = gs.getProperty("com.perspectium.siam.jira.project");
  5. Create a field map with Source Field as priority, Target Field as priority, Use Script as true, and Field Type as String. Set the Source Script to whatever you like to map your priorities to Jira priorities or use this example snippet of code:
    if (current.priority == "1") {
    	answer = "Priority 1";
    } else if (current.priority == "2") {
    	answer = "Priority 2";
    } else {
    	answer = "Priority 3";
    }
  6. Create a field map with Source Field as provider, Target Field as provider, Use Script as true, and Field Type as String. Set the Source Script to
    answer = "servicenow";

You also need to set up a tag for attachments to work. Create a tag in the “label” table (type “label.list” in the Filter Navigator box to quickly go to the label table) and name it jira_sent:

3. Transform Map

The next step is to setup a transform map to take care of Jira to ServiceNow mappings. Go to System Import Sets - Transform Maps and create a new transform map. This transform map should use the PSP Common Request import set table (u_psp_common_request) as the source table and the target table should be the ServiceNow table you are integrating Jira with and previously created the outbound table map for (sc_task in this example).

Make sure to check the Run script box and add the script displayed in the picture and below:

(function transformRow(source, target, map, log, isUpdate) {

	if (isUpdate == true) {
		target.psp_subscribed_record = true;
	}

})(source, target, map, log, action==="update");

This script is needed so that when fields are updated in Jira and sent as a message to ServiceNow, the ServiceNow instance will not update itself and send a duplicate update message back to Jira again.

Once you have created the transform map click on Auto Map Matching Fields under Related Links. The field maps will automatically populate. Click into the field map with Source field u_number and Target field number and check Coalesce and Coalesce empty fields.
Finally, go to the Transform Scripts tab and create a new script like such: and in the script box add the following code snippet and submit (but replace sc_task with your desired table):

(function runTransformScript(source, map, log, target) {
	var logger = new PerspectiumLogger();
	logger.logDebug('onAfter processing - action:' + source.u_action, null, null);

	if (source.u_action == 'issue_created') {
		var pspR = new PerspectiumReplicator();
		var ds = new GlideRecord("psp_replicate_conf");
		ds.addQuery("u_target_queue.u_name", "psp.in.siam.client.jira");
		ds.addQuery("active", "true");
		ds.addQuery("sync_direction", "share");
		ds.query();
		if (ds.next()) {
			if (!source.u_number.nil() && !source.u_correlation_id.nil() && !source.u_correlation_display.nil()) {
				var pspS = new PerspectiumEncryption();
				var ogr = new GlideRecord("psp_out_message");
				ogr.addQuery("state", "deferred");
				ogr.addQuery("u_extra", "CONTAINS", "number=" + source.u_number);
				ogr.query();
				while (ogr.next()) {
					// update value with correlation id before we send out
					var decodeData = pspS.decryptString(ogr.value);
					decodeData = decodeData.replace("<correlation_id/>", "<correlation_id>" + source.u_correlation_id + "</correlation_id>");
					decodeData = decodeData.replace("<correlation_display/>", "<correlation_display>" + source.u_correlation_display + "</correlation_display>");

					ogr.value = pspS.encryptStringWithCipher(decodeData, "3");
					ogr.u_extra = "";
					// also need to update the correlation_id in the attributes for it update properly
					ogr.u_attributes = String(ogr.u_attributes).replace("CorrelationId=,", "CorrelationId=" + source.u_correlation_id + ",");					
					ogr.state = "ready";
					ogr.update();
				}
			}
		}
	}
	
	if (source.u_action == 'issue_created') {
		var grc = new GlideRecord("sc_task");
		grc.addQuery("correlation_id", source.u_correlation_id);
		grc.query();
		if (grc.next()) {
			grc.update();
		}
	}
	
	if (source.u_action == 'issue_updated' || source.u_action == 'issue_created') {
		var attachments = new PerspectiumAttachment();
		attachments.addAttachments(source, target, "jira_sent");
	}
	
	if (source.u_action == 'issue_deleted') {
		var grd = new GlideRecord("sc_task");
		grd.addQuery("number", source.u_number);
		grd.query();
		if (grd.next()) {
			logger.logDebug('onAfter issuing delete of number:' + source.u_number, null, null);
			grd.deleteRecord();
		}	
	}
})(source, map, log, target);

This script is used for several different things including sending attachments to Jira and deleting records in ServiceNow when an issue is deleted in Jira. It is also used to send a message back to Jira so that it knows the corresponding ServiceNow number. This is because when an issue is created in Jira it needs something to correlate with the matching ServiceNow record that is created.

4. Shared Queue

Create a shared queue with the name psp.in.siam.client.jira and set the Endpoint URL to your MBS cluster URL and set the proper credentials.

5. Dynamic Share

Create a new dynamic share for the table that you are using (sc_task in the example). Make sure Active is checked and then check any other options you want for the dynamic share. Set Target queue to psp.in.siam.client.jira and Table map to the table map you made in step 2.
Make sure that Include attachments and Interactive only are not checked.

If you have not already done so, once you are done with installation and configuration you will need to contact Perspectium Support so that your MBS cluster can be properly configured.

2018/01/03 16:52 · Robert Fan
servicenow_jira_common_document_integration.txt · Last modified: 2018/02/25 22:36 by paul