Getting started

Here is a simple instruction / checklist that will help you to do the first configuration.

IssueSYNC Prerequisites

You need to register IssueSYNC account (email validation to activate the account).

ServiceNow Prerequisites

You need at least Administrator account for setting up connection and configuration.
However, we recommend to use Service/Actor’s account for data exchange / synchronization.

Warning

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 single Jira project, many projects, single project and many issue types, etc.

Decide direction of synchronization by selecting Create and/or Update events.

Configuration	Jira	ServiceNow	Create	Update	Example
#1	1)Project	1)Table	[v]SNow	[v]SNow	Create tickets from SNow in Jira. Update both directions.
	2)Issue Type	2)(Optional)Query	[ ]Jira	[v]Jira
	3)(Optional) JQL
#2	1)Project	1)Table	[ ]SNow	[ ]SNow	Create and Update tickets from Jira only. SNow does not sent any changes.
	2)Issue Type	2)(Optional)Query	[v]Jira	[v]Jira
	3)(Optional) JQL
#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

[v] Make sure you have all account credentials (or someone who has them so she/he can enter them in IssueSYNC).

[v] Install Marketplace App

[v] Navigate in your Jira to IssueSYNC configuration. You will be redirected to IssueSYNC Platform where you will complete your configuration.

[v] Create new Connection (you will need ServiceNow administrator’s credentials).

[v] In Connection details create new Configuration.

[v] Follow Configuration wizard where you enter information prepared before (contexts, field mappings, etc.)

Mind that in Scope tab you can enter Service/Actor Account credentials.
We advice to start with simple field mappings like Summary to Short Description. Then if all works fine add another fields and see if synchronization behaves as expected.

[v] Enable your Configuration (Status tab or slider on Configuration item).