Jira

ServiceNow

Integration

CMD Solutions: Jira—ServiceNow Integration

A managed-services provider used Getint to connect their Jira Cloud system with two client-specific ServiceNow instances. This dual-instance setup enabled almost real-time synchronization of incidents, comments, attachments, and dynamic fields—all managed from a single integration. With secure, on-prem deployment and no-code configuration, the solution provided a scalable and compliant approach to multi-client support.

Find Out how we did it!

Client Overview

Industry:

Managed IT Services

Consulting

Company size:

SMB

Location:

Australia

KEY STAKEHOLDER

Greg Taylor

Service Delivery Manager at CMD Solutions

Managed IT services provider supporting multiple client systems
Used Jira Cloud internally; integrated with two client-owned ServiceNow instances
Required bi-directional syncing of incidents, comments, and attachments
Centralized management via no-code UI; no additional apps or agents required
On-prem deployment to meet data control and compliance standards

Scope of Work

Multi-Instance Integration from a Single Jira Setup

Connected Jira Cloud with two separate ServiceNow environments, all managed through a unified interface.

Custom Mapping & Filtering

Mapped standard and dynamic fields using Getint’s no-code UI filters and field mapping builder.

Bi-Directional Synchronization

Enabled almost real-time sync of incidents, statuses, attachments, and comments across platforms.

Secure Deployment

Installed securely on-premise to meet data protection and client-specific compliance needs.

Integration Objective

The goal was to support seamless communication between internal teams using Jira Cloud and external client systems based on ServiceNow—without requiring manual ticket updates or platform switching. The integration needed to be scalable, compliant, and manageable without code.

Data Integration Specifics

Issue Types:

Ticket types included:

ServiceNow Incidents ↔ Jira Issues
Service Requests and Catalog Items

Field Mapping:

Synchronized fields included:

ID, Status, Priority
Comments and Attachments
Dynamic client-specific custom fields

Scripting and Custom Development Support

All configurations were handled through the UI. Scripting was used only in rare edge cases, keeping the solution lightweight and maintainable.

Success Metrics

The integration’s success was defined by

Reliable Multi-System Sync

Thousands of incidents synced each week with 99.99% uptime.
Secure Architecture

On-prem deployment protected client data and met governance requirements.
Reduced Manual Work

Eliminated double entry and cross-platform updates.
No-Code Maintainability

Configured and managed entirely by non-developers.

Vendor Selection Process

The team evaluated multiple vendors, prioritizing flexibility, simplicity, and compliance. Getint stood out with its no-code configuration, scalable architecture, and on-premise deployment capability. Its licensing model and personal support further strengthened the decision to move forward with the platform.

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

Dual-ServiceNow Instance Integration

Built a near real-time sync between Jira Cloud and two independent ServiceNow systems.

Dynamic Field Support

Mapped and synchronized complex field sets from both client systems.

No-Code Administration

Achieved full control via UI filters and mappings.

Secure Enterprise Deployment

Delivered a reliable, high-uptime solution with on-prem installation.

What Key Stakeholder Say

“With Getint, we were able to deliver a scalable and compliant multi-client integration—without writing a single line of code. It’s helped us provide better service, faster resolutions, and clearer visibility across platforms.”

Greg Taylor

Service Delivery Manager at CMD Solutions

Conclusion

Getint’s integration enabled a multi-tenant service model powered by Jira and ServiceNow—secure, stable, and scalable.

By providing central control, dynamic mapping, and reliable uptime, Getint helped the team drive operational excellence and meet enterprise ITSM standards.

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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 Jira Cloud integrate with multiple ServiceNow instances?

Yes—this case involved two ServiceNow systems synced with one Jira Cloud instance.

Can we sync custom fields from both instances?

Yes—dynamic fields unique to each client were handled without scripts.

Was scripting required?

No—setup and updates were fully handled in the UI, with minimal scripting used only in rare exceptions.

Was it secure enough for regulated environments?

Yes—on-premise deployment ensured compliance with client security policies.

How scalable is the solution?

Very—thousands of tickets sync weekly without downtime or reconfiguration.

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