Create JIRA Issues for ServiceNow Incidents

Create JIRA Issues for ServiceNow Incidents

Use this recipe to create corresponding JIRA issues for ServiceNow incidents.

Note: This recipe is available as ServiceNow — JIRA | Create JIRA issues for Incidents in the Integration Store. Oracle provides this recipe as a sample only. The recipe is meant only for guidance, and is not warranted to be error-free. No support is provided for this recipe.

Overview

This recipe creates a corresponding issue in JIRA when a new incident is created in ServiceNow.

To use the recipe, you must install the recipe package and configure the connections and other resources within the package. When an incident is created in ServiceNow, the integration flow of the recipe is triggered, and it creates a corresponding JIRA issue. Basic data is synchronized between the two platforms.

System and Access Requirements

Before You Install the Recipe

You must perform the following configuration tasks on your ServiceNow and Atlassian instances in order to successfully connect to these external systems using Oracle Integration and create JIRA issues for ServiceNow incidents.

Configure ServiceNow

You can use admin account credentials or custom account credentials while configuring the ServiceNow connection in Oracle Integration.

If you do not want to use an admin account, then create a custom integration user and assign the required role and permissions to the user. For information about creating a custom user, see Prerequisites for Creating a Connection in Using the ServiceNow Adapter with Oracle Integration.

Create an API Token in Your Atlassian Account

To access JIRA from Oracle Integration and create corresponding JIRA issues for ServiceNow incidents, you’ll require an API token associated with your Atlassian account.

To create an API token:

  1. Log in to your Atlassian account using the following URL: https://id.atlassian.com.

  2. On the Start page, click Account Settings.

  3. On the left navigation pane, click Security.

  4. On the Security page, scroll to the API token section and click the Create and manage API tokens link.

  5. On the API Tokens page, click Create API token.

  6. In the resulting dialog, enter a label for the new token, and click Create.
    A new API token is generated.

  7. Copy the token’s value.

Install and Configure the Recipe

On your Oracle Integration instance, install the recipe package to deploy and configure the integration and associated resources.

  1. On the Oracle Integration home page, scroll to the Accelerators & Recipes section.

  2. Click Search All.

  3. Find the recipe package that you want to install.

  4. Select the package, and then click the Install Install icon icon.

  5. After the package is installed, click the Configure Configure icon icon on the recipe card to configure the resources deployed by the package.

    The Configuration Editor page opens, displaying all the resources of the recipe package. Configure the following resources before you activate and run the recipe.

Configure the Oracle ServiceNow Connection

  1. On the Configuration Editor page, select Oracle ServiceNow Connection, then click Edit Edit icon.
    The connection configuration page appears.

  2. In the Connection Properties section, enter your ServiceNow instance URL in the ServiceNow Instance Name field. For example, https://<instance_name>.service-now.com.

  3. In the Security section, enter the following details.

    Field Information to Enter
    Security Policy Leave Basic Authentication selected.
    Username Enter the username of your ServiceNow instance. See Configure ServiceNow.
    Password Enter the password of your ServiceNow instance.

  4. Click Save. If prompted, click Save for a second time.

  5. Click Test to ensure that your connection is successfully configured. In the resulting dialog, click Test again.
    A confirmation message is displayed if your test is successful.

  6. Click Back Back icon to return to the Configuration Editor page. Click Save again if prompted.

Configure the Oracle REST JIRA Connection

  1. On the Configuration Editor page, select Oracle REST JIRA Connection then click Edit Edit icon.
    The connection configuration page appears.

  2. In the Connection Properties section, enter the following details.

    Field Information to Enter
    Connection Type Leave REST API Base URL selected.
    Connection URL Enter your Atlassian instance URL.
    For example: https://myinstance.atlassian.net/
    Enable two way SSL for outbound connections (Optional) Select No.

  3. In the Security section, enter the following details.

    Field Information to Enter
    Security Policy Leave Basic Authentication selected.
    Username Enter the email ID associated with your Atlassian account.
    Password Enter the API token you created in your Atlassian account. See Create an API Token in Your Atlassian Account.

  4. Click Save. If prompted, click Save for a second time.

  5. Click Test to ensure that your connection is successfully configured. In the resulting dialog, click Test again.
    A confirmation message is displayed if your test is successful.

  6. Click Back Back icon to return to the Configuration Editor page. Click Save again if prompted.

Configure the Lookup Table

Edit the lookup table to enter the necessary details.

  1. On the Configuration Editor page, select the lookup table, and click Edit Edit icon.

  2. Against the EmailTo field, enter the email address to which runtime exception emails are to be sent.

  3. In the ServiceNow_Value column, enter the category of the incident created in ServiceNow, and in the Jira_Value column, enter the project Key of your Jira project.

  4. Click Save. If prompted, click Save for a second time.

  5. Click Back Back icon to return to the Configuration Editor page.

Activate and Run the Recipe

After you’ve configured the connections and the lookup table, activate the recipe package and run it.

  1. On the Configuration Editor page, click Activate in the title bar. In the Activate Package dialog, click Activate again.
    A confirmation message is displayed informing that the integration has been submitted for activation. Refresh the page to view the updated status of the integration.

  2. Invoke the integration from ServiceNow.

    After activating the recipe, you must configure basic authentication to invoke the integration from ServiceNow. Configure basic authentication in your ServiceNow instance with the WSDL generated automatically while activating and running the recipe. This invokes the integration in Oracle Integration from ServiceNow.

    For detail information on how to configure basic authentication in ServiceNow, see Configure Basic Authentication in Using the ServiceNow Adapter with Oracle Integration.

  3. Run the recipe.

    1. Log in to your ServiceNow instance as an administrator.

    2. On the left navigation pane, enter Incident in the Filter navigator field.
      The Self-Service menu displays all modules related to Incident.

    3. In the Self-Service menu, click Incidents.

    4. In the Incidents window, click New.

    5. Fill the fields as required in the incident creation form.

    6. Click Submit.
      The new incident is created and displayed in the Incident window.

  4. Monitor the execution of the integration flow in Oracle Integration.

    1. On the Configuration Editor page, select the integration flow.

    2. Click Run Run icon, then click Track Instances.

    3. On the Track Instances page, you’ll see the integration flow of the recipe being triggered and executing successfully.
      The recipe now creates a corresponding JIRA issue for the new incident created in ServiceNow.

  5. Check for the new JIRA issue created.

    1. Log in to your Atlassian instance.

    2. Select Search in the navigation bar.

    3. Choose the newly created issue from the list of recent issues that are displayed. Open the issue and check if the details match the incident that you created in ServiceNow.

    4. Optionally, you can filter the search results by choosing the project under which the issue is created.

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