hi everyone this is Justin with Cross views here and today I want to do a demonstration of ServiceNow incident in JIRA issue integration so connecting the two system so that an incident creates an issue an issue creates an incident and then passing back and forth updates between the two systems so let's get started here the business challenge I want to address in this demo is the visibility for IT into development issues right so customer logs or somehow sends an issue application entry over to the development team they put that in JIRA and Service Desk into the management managers don't have insight from ServiceNow into those issues in JIRA I also want to address the customer visibility into the status of development issues so as part of configuring ServiceNow we usually set up a portal our customers can go see the status of their incident when those issues get logged into JIRA and there's no integration the customers may not have visibility into what the current status is that creates a lot of manual emails or phone calls of you know what's the status of this thing I reported and the third thing is to illustrate the loss of productivity with tracking and documenting in multiple systems of record so if I'm a developer and I've got my development tools I like the issue there but incident management service testing is visibility and ServiceNow well then I got a document there and now I'm documenting two systems I may be updating in two systems trying to keep them in sync well I'll get my change request in service now and to copying all the details over from the incident within jira so hopefully we'll address all three of those challenges and I want to talk through those by walking through a story real quick so let's take the customer here in the center let's say the customer has an issue and they go ahead and contact the developer developer developer logs that issue into JIRA and start tracking it maybe they put it there backlog and makes its way into a sprint and it gets released and follows the development process as usual so at some point in the future the customer contacts the service ask for something else maybe it's a piece of equipment or what and while they're on the phone that the service tests they say hey what's the status of application issue well the application issue has been long to JIRA and service desk that's have any visibility into it so Service Desk reaches out to the developer says I have cus customers are looking for an update on their application issue and developer it gives it an update and the service desk goes back to the customer and lets them know the update meanwhile let's fast-forward a week or two later and the application goes completely down there's an application at it so service desk contacts into the manager and the incident manager starts running an incident to address this particular outage they're trying to brainstorm figure out what's wrong at the surface ask us hey I remember this customer called and ask with the about an update on the status of an issue with the same application I think they may be related related and some answers like aha that's great let me go talk to the developer so they go talk to the developer developer fills him in on the issue and in some Anderson it's great keep working on it and let's get this fixed and instead the developer goes in and works on it meanwhile the incident manager goes to the app or development manager and says hey your team needs to be logging tickets and ServiceNow so the Service Desk has visibility into the management team has visibility and they have to Deb manager agrees and says I'll go talk to my developer so what happens that plication manager goes and talks to developer and says you need to lock your tickets in a ServiceNow not just Europe because no one can see them only you guys but velvet team can see them so the developer says okay I'll put it in there so they see it and they put the ticket in the service now what happens the customer receives a notification that their incident has been created in service now and they're puzzled confused because they thought they had already logged that incident but I issue with the developer so they're like hey let me just call the developer figure out what's going on here and say is this a something new is this thing already reported to you and developers like yes the same thing you already reported I needed to put it in ServiceNow so everybody could see that there was an issue and everything is good we're working on it we're trying to get the application up and running so in between talking and develop manager and getting a notification or having a customer reach out developer has had any time to work on the outages or the incident and so the incident managers looking for an update on the incident so they read back out the developer and say what's the status then the developer throws up his hands frustrated he's like I can't get anything done talk to you and my development manager in the customer and I can't you know how many had a chance to work on this so you get the idea mass confusion people working in multiple systems and no one knows what's going on or no one has that complete picture and that's what I want to illustrate in this demonstration talking about ServiceNow an incident being integrated to JIRA and issues is going to increase the visibility and usability of both of these systems on the ServiceNow side the customer is going to have visibility through the portal like they do with other incidents and their request the service desk and the incident management team is also to have visibility because that issue will now be visible as an incident within ServiceNow and by nature of being an incident if you're using service level agreements you can track those now if the notifications that they configured for this has been assigned to you this has been open this has been resolved all that will now happen back and forth between both the customer and the teams that are working on it and then in service now will have a single pane of view into the workload on the dura side the application developers are going to have visibility into that application or that issue with all the rest of their development workers they're not gonna have to go to ServiceNow to do this versus do that over in JIRA for their development there's no need for double entry between the two systems that same incident can be tracked as an issue associated with Sprint's associated with products and then POC product type lines within Europe and then it eliminates the need for separate reporting out like you saw in the story there - an incident manager to a service staff to the customer to the managers made or to the developers manager and all that craziness what does that do for us we get detailed communication between both systems and for the customer the developer the Service Desk instant management team everybody is collaborating and there's better teamwork among all the teams that increases productivity because we're not duplicating data in two systems and all that leads to superior outcomes what we are going to demonstrate to you today is using the integration JIRA or integration hub JIRA spoke within ServiceNow a little disclaimer if this may require licensing depending on how your instance is configured so if you're not sure reach out to cross you so reach out to your ServiceNow rep to firm the appropriate licensing for your environment I'm gonna show a service now incident creating an issue in JIRA and then I'm gonna put a comment on that issue interior which is going to flow over to ServiceNow and we'll see it as an additional comment then I'm gonna switch to JIRA and create an issue and we're gonna see that actually create a incident within service now I'm gonna make a comment on the incident and ServiceNow and that's going to create a comment over in JIRA on the JIRA side so enough of showing you slide so let's actually get to the demo on the left hand side of my screen I have ServiceNow on the right hand side of my screen I have JIRA and like I said we're gonna start on the ServiceNow side I'm gonna click new and that's going to open up my new incident forum I'm gonna go ahead and use myself as the caller and we're gonna give it a short description so this is gonna be a demo of ServiceNow if I could spell right for ServiceNow incident to to your issue and then they're going to have some details of what the issue is that needs to be fixed and of course I have all the nice ServiceNow stuff is trying to give them about search results and the way I've got this integration configured is it's only sending incidents that get assigned to the appropriate group because not everybody is in JIRA just our development team is so I'm gonna pick the JIRA demo group and my workflow that's configure is gonna see a new incident got created sign of that team that's using JIRA and it's gonna go ahead and push that over to JIRA so let's click Save here and now my incident has created my workflow is working in the background it's reaching out to JIRA populating all that information I'm just gonna come down here and refresh my issue list and we should see that pop up here any second there it is right at the top number 22 I've got demo of ServiceNow incident to JIRA issue matches my short description of the here details of what this issue is matches over here it's even got my name as a reporter because I was the caller over here and what I'm gonna do is scroll down here to the comments and we're gonna say with every time with the developer and say I see the issue working on this now will provide an update shortly right so you know customer friendly hey we've got this don't worry so I'm going to save that and where there's a web hook configured on the JIRA side for any comments that are added or issues that are created and that's going to pump that over to ServiceNow and I've got a sub flow that's watching for those updates from so from JIRA and it's gonna update the current ticket on the JIRA service to outside so if I scroll down here I didn't have to refresh the screen you see this just came in a couple seconds after I entered it and I see the issue working on this now will provide an update shortly and even puts my name of who made that comment over on the JIRA side so you see I did this in the configuration I did it as an additional comment you could done it as a work note the additional comment that I'm probably have those sending a notification to the customer so they can see the additional comments in case we are needing information so that's service now to JIRA let's do the reverse let's actually create something in JIRA and we're going to see it create something over in ServiceNow so I'm gonna hit the plus sign up here and we're going to call this demo of JIRA issue creating a service and today I'll just copy that down here and I'll paste and for fun we'll say here are some more details dot dot dot yeah I'm just gonna click create and it created that issue over here I'm just gonna click back and I should see that show up here actually already created it so I have demo of JIRA issue creating a service now internet and let's go ahead and open that up and we see all that stuff was created and here are some more details just like I put it over here actually you don't see the ticket on the right hand side so let's refresh and there it is same ticket we're looking at and both systems got created pretty quickly and what I'm gonna do is this scroll down here we're gonna put in additional comments let's say that was a really fast integration to cool exclamation point and we're going to post that and I'm just going to scroll down here we're gonna watch the comments and we should see a comment show up here I might have to hit refresh but it's pretty instantaneous it's watching for those comments to be entered it's gonna reach out to JIRA and put that information I'm just gonna click on this other issue and then go back to this issue and see if I can see that comment scroll down there it is 15 seconds ago that was really fast integration too cool created by and it puts my email address so we can see who actually put that update over in that system so that's the integration between ServiceNow and JIRA for incidents two issues what are the possibilities so I showed you creating something and adding comments to it but you could do fueled updates status updates you can auto closed tickets neither system depending on what happens you could do this for Service Catalog Taos problem tasks project tasks and don't forget there's even the ServiceNow DevOps integration that you can actually use so that concludes our demonstration thank you for your time and thanks for watching this if you'd like help with your ServiceNow into JIRA integration send us an email at less talk at cross views calm thanks