Introduction to Synchronize ServiceNow Incidents with Jira Issues recipe

You can run the process to synchronize new or updated ServiceNow incidents with Jira issues. The process is called by an HTTP request with the following fields as incoming parameters:

The process searches for all the incidents created or updated on the specified search date in ServiceNow. If the Date_For_Search field value is not specified, the process returns the results from the previous day in ServiceNow. The search is also filtered by category. The Filter field contains the default value as Software. You can change the default values in the process input fields or set them as input parameters while invoking the process.

The process contains pagination of search results for incidents, with a limit of 100 results per page. During validation, the process skips the incidents if the short description is not specified.

After receiving the results page, the process starts searching for the user based on the email field. If the user exists in the Jira database, the process sets the user in the Assignee field. If the Sync_Assignee input field is set to false, the process skips this step.

The process then searches for an issue based on the External ID or ServiceNow ID custom field. The value is taken from the incident number. If the incident exists in ServiceNow, the summary and description is updated in the Jira issue. Otherwise, a new Jira issue is created.

After the process is initiated, the user receives a notification indicating that the process is running in the background and the number of incidents sent for synchronization. After the process runs, the user receives an email notification with the number of successful synchronizations and a list of incident numbers that failed to synchronize. To achieve this, you must configure an email connection and pass the input parameter with the email address where the result must be sent.