ServiceNow - Jira integration

This guide walks through a real-time, bi-directional ServiceNow ↔ Jira integration using IntegrationHub and the Atlassian Jira spoke, so a ServiceNow incident or problem creates a Jira issue and status/comments flow both ways.

• ServiceNow: admin plus the IntegrationHub subscription (Starter/Standard) and the Atlassian Jira spoke from the Store.
• Jira: a site admin account and a project to write to (note its project key, e.g. ENG).
• A Jira API token or an OAuth 2.0 app for the service account.

• In Jira, go to Atlassian account → Security → API tokens and create a token for the integration service user.
• For OAuth instead, create a 3LO/OAuth 2.0 app in the Atlassian developer console and record the client ID and secret.

• Install Atlassian Jira spoke from the ServiceNow Store.
• Go to Connections & Credentials → Connection & Credential Aliases and open the Jira alias the spoke created.
• Add a Connection record with your Jira base URL (https://your-domain.atlassian.net) and a Basic Auth credential (email + API token) or the OAuth provider.

Decide the field mapping and which system owns status. A typical map:

ServiceNow (incident)        Jira (issue)
short_description        ->  summary
description             ->  description
priority (1-5)          ->  priority (Highest..Lowest)
assignment_group        ->  project / component
u_jira_key (new field)  <-  key   (store the returned issue key)

Add a String field u_jira_key to incident to hold the linked Jira issue key.

• In Flow Designer, create a flow with trigger Created on incident where priority is 1 or 2 (or your rule).
• Add action Jira → Create Issue: set project key, issue type Bug, summary and description from the trigger record.
• Add a Update Record step to write the returned key back into u_jira_key.
• Add a comment to the incident: 'Linked to Jira {{key}}'.

• Create a Scripted REST API in ServiceNow (e.g. /api/x_.../jira_webhook) that looks up the incident by u_jira_key and updates state/comments.
• In Jira, add a Webhook (System → WebHooks) firing on issue updated/commented, pointing at that endpoint with the service credential.

// Scripted REST resource (POST) - pseudocode
var body = request.body.data;
var gr = new GlideRecord("incident");
if (gr.get("u_jira_key", body.issue.key)) {
  gr.comments = "Jira update: " + body.issue.fields.status.name;
  if (body.issue.fields.status.name == "Done") gr.state = 6; // Resolved
  gr.update();
}

• Raise a test P1 incident and confirm a Jira issue is created and the key is stored.
• Move the Jira issue to Done and confirm the incident resolves within seconds.
• Capture the whole thing in an update set and promote to production.

• 401/403: wrong API token or the service user lacks project permission.
• Issue not found inbound: the webhook fired before u_jira_key was written, add a small retry.
• Check Flow Designer → Executions and the outbound Outbound HTTP Requests log.