Jira

ServiceNow

Integration

Airbus Integration: Jira & ServiceNow

Airbus Protect integrated its private Jira instance with a customer’s ServiceNow ITSM using Getint, enabling flawless synchronization of security incident workflows. As Project Lead Deian Vikov observed, “In the difficulties integrating our customer ticketing tools with our own, Getint is a partner of choice. Its seamless integration capabilities are what we were looking for.”

Find Out how we did it!

Client Overview

Industry:

Aviation

Company size:

Enterprise

Location:

Netherlands

KEY STAKEHOLDER

Deian Vikov

Project Lead at Airbus Protect

Subsidiary of Airbus Group specializing in cybersecurity incident protection
Dedicated Jira instance synced with a client’s ServiceNow ITSM
Integration supports security incident workflows end-to-end
Synced issue types, key fields, comments, attachments, and status transitions
Configured rapidly via UI, preserving data accuracy and workflow integrity

Scope of Work

Security Incident Synchronization

Mapped Jira security incidents to ServiceNow security‑incident module entries.

Comprehensive Field Mapping

Integrated title/summary, descriptions, priority, status, threat & root‑cause categories, and unique issue identifiers across systems.

Comments & Work Notes

Synchronized Jira comments with ServiceNow work notes to maintain full communication history.

UI-Based Configuration & Monitoring

Setup completed via user interface with built-in dashboards for monitoring synchronization status.

Integration Objective

To seamlessly bridge Airbus Protect’s Jira with a customer’s ServiceNow instance—preserving security incident workflow integrity, key data elements, and communication history, while eliminating manual handoffs.

Data Integration Specifics

Issue Types:

Synchronized issue types:

Jira Incident → ServiceNow Security Incident

Field Mapping:

Fields mapped:

Summary ↔ Title
Description ↔ Report Hidden
Priority ↔ Priority
Comments ↔ Work Notes
Status ↔ State
Threat Category ↔ Category
Root Cause Category ↔ Close Code
Issue Key ↔ Alert ID

Scripting and Custom Development Support

All configuration handled via Getint UI; inline HTML images and security‑module specifics supported through vendor customization.

Success Metrics

The integration’s success was defined by

Flawless Workflow Integrity
All security incidents synchronized without data loss or workflow disruption.
Efficiency Gains
Eliminated manual ticket duplication and synchronization errors.
High User Confidence
Deian Vikov highlighted Getint’s seamless handling of complex field mappings and attachments.
Low Overhead
Minimal maintenance required, thanks to UI-based setup and monitoring.

Vendor Selection Process

Airbus Protect chose Getint based on its high marketplace ratings, responsive support, ease of use, secure licensing model, and ability to support security-module fields—including inline images—beyond standard ITSM integrations.

Why Getint Stood Out?

During the vendor selection process, Getint emerged as the preferred choice due to:

Built-in Integration

No need for an external hub, ensuring easier maintenance

User-Friendly Interface

Accessible for standard Jira administrators, with straightforward configuration

Reliability and Low Maintenance

Set-and-forget functionality

Cost-Effectiveness

Balanced pricing for the value delivered

Responsive Support

Prompt and effective assistance during setup and troubleshooting

800 000 +

Active Users

5 000 +

Installations

3.8 / 4

Rating

7 mln

Integrations Daily

Our Certifications

What We Accomplished

Security Incident Sync

Automated mapping of Jira incidents to ServiceNow’s Security Incident entries.

Rich Field Transfer

Full sync of categories, statuses, descriptions, identifiers, and comments.

Support for HTML Images

Embedded images transferred correctly in security-context fields.

Minimal Maintenance

Stable, monitored setup with little need for ongoing intervention.

What Key Stakeholder Say

“In the difficulties integrating our customer ticketing tools with our own, Getint is a partner of choice. Its seamless integration capabilities are what we were looking for.”

Deian Vikov

Project Lead at Airbus Protect

Conclusion

Getint enabled Airbus Protect to effortlessly synchronize security incidents between Jira and ServiceNow—ensuring data consistency, eliminating manual steps, and preserving workflow integrity.

By supporting advanced field types and image transfers, Getint delivered a secure, reliable integration tailored to cybersecurity operations.

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Frequently asked questions

Have questions? 
We've got you!

Our comprehensive FAQ section addresses the most common inquiries about our integrations, setup process, pricing, and more - making it easy to find the answers you need quickly.

Can security incident workflows be preserved?

Yes—Getint handles all necessary field mappings and workflows for Security Incidents in ServiceNow.

Are inline images supported?

Yes—HTML-embedded images in Jira fields transfer seamlessly to ServiceNow.

Was scripting required for customization?

No—configuration performed via UI, with vendor customization handled as needed.

Is ongoing maintenance heavy?

No—stable synchronization with UI monitoring requires minimal ongoing effort.

Is Getint secure and compliant?

Yes—Getint is ISO 27001/27018 certified, GDPR compliant, and SOC 2 Type II audited.

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