Automate service management tasks in Jira Service Management from your ServiceNow instance.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Integration Hub subscription

This spoke requires an Integration Hub subscription. For more information, see Legal schedules - IntegrationHub overview.

Spoke version

Jira Service Management spoke v1.1.1 is the latest version.

Spoke requirements

JIRA Service Management account.

Spoke dependencies

If you’re having trouble installing the app, ensure that these dependent plugins are installed:
  • ServiceNow IntegrationHub Runtime (com.glide.hub.integration.runtime)
  • ServiceNow IntegrationHub Action Step - REST (com.glide.hub.action_step.rest)
  • ServiceNow Flow Designer - Dynamic Inputs (com.glide.hub.dynamic_inputs)
  • Integrations - External Authentication Framework (com.glide.external.app)
  • ServiceNow IntegrationHub Action Template - Data Stream (com.glide.hub.action_type.datastream)
Note: Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.

Spoke actions

The Jira Service Management spoke provides actions to automate tasks when events occur in your ServiceNow instance. Available actions include:

Category Action Description
Metadata Look up Service Desk IDs (Metadata) Retrieves the list of all service desk IDs from the specified JIRA instance.
Organization Management Add Organization to Service Desk Adds the specified organization ID to the specified service desk instance.
Add Users to Organization Adds users to the specified organization.
Create Organization Creates an organization account for the specified service management instance.
Delete Organization Deletes an organization account from the specified service management instance.
Look up Organizations Retrieves the list of organizations in service management instance.
Look up Users in Organization Retrieves the list of users in an organization.
Remove Organization from Service Desk Removes the specified organization from the specified service desk instance.
Remove Users from Organization Removes users from the specified organization.
Request Management Add Customer Request Participants Adds customers to request for the specified service desk instance.
Create Customer Request Creates customer request for the specified service desk instance.
Create Customer Request Comment Creates a customer request comment for the specified service desk instance.
Create Temporary Attachment Creates a temporary attachment for the specified request.
Note: This action works only for Jira Service Management Cloud.
Create Temporary File Creates a temporary file for the specified request.
Look up Comment Attachment Retrieves comment attachment for the specified issue ID or issue key.
Note: This action works only for Jira Service Management Cloud.
Look up Customer Request Comments Retrieves the list of customer request comments for the service desk.
Look up Customer Request Participants Retrieves the list of request participants related to customer request for the specified service desk instance.
Look up Customer Request Status History Retrieves the customer request status history for the specified service desk instance.
Look up Customer Request Transitions Retrieves a list of customer request transitions for the specified service desk instance.
Look up Customer Requests Retrieves a list of customer request for the specified service desk instance.
Look up SLA Information Retrieves the SLA information for the specified service desk instance.
Look up Subscription Status Retrieves subscription status for the specified service desk instance.
Note: This action works only for Jira Service Management Cloud.
Perform Customer Request Transition Changes the state of a customer request for the specified service desk instance.
Note: This action works only for Jira Service Management Cloud.
Remove Customer Request Participants Removes a customer request from the specified service desk instance.
Subscribe Customer Request Subscribes to a customer request for the specified service desk instance.
ServiceDesk Management Add Customers Adds the specified users to the service desk.
Look up Issues in Queue Retrieves the list of issues in a queue for the specified service desk instance.
Look up Queue Retrieves the list of queues specified in service desk instance.
Look up Request Type Fields Retrieves the list of request type fields for the specified service desk instance.
Look up Request Types Retrieves the list of request types for the specified service desk instance.
Look up Service Desks Retrieves the list of all service desk for the specified service management instance from JIRA instance.
Look up User Account ID Retrieves the user account ID of user.
Note: This action works only for Jira Service Management Cloud.

Connection and credential alias requirements

Integration Hub uses aliases to manage connection and credential information. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection. For more information, see Connections and Credentials.

For information about setting up the spoke, see Set up the Jira Service Management spoke.