Jira

ServiceNow

Integration

Deloitte Brazil: Jira—ServiceNow Integration

Deloitte Brazil partnered with Getint to establish bi‑directional, secure synchronization between their Jira Cloud instance and multiple ServiceNow environments. This facilitated consistent incident management for SIEM‑generated incidents, ensured precise field synchronization, and improved response agility—while overcoming challenges of dynamic custom fields.

Find Out how we did it!

Client Overview

Industry:

Consulting

Company size:

Enterprise

Location:

Brazil

KEY STAKEHOLDER

Carlos Alves

Security Analyst and Project Lead at Deloitte Brazil

Brazilian branch of global consulting leader Deloitte
Extensive SIEM‑driven incident management across clients
Uses Jira Cloud internally, integrating with multiple ServiceNow systems
Needs seamless incident sync, comment visibility, and attachment support
Requires handling of dynamic custom fields per client instance

Scope of Work

Multi‑Instance Bi‑Directional Sync

Connected Jira Cloud with four active—and one planned—ServiceNow instances to synchronize incidents securely.

Field & Comment Direction Mapping

Configured about 10–12 fields per connection, with mix of uni‑ and bi‑directional flows, including visibility filtering for public and private comments.

Attachment Handling Support

Enabled full syncing of file attachments between systems.

Dynamic Field Handling

Managed custom, dynamic fields (e.g., SIEM-specific) per client instance for accurate incident tracking.

Integration Objective

To enable robust incident management workflows by synchronizing ServiceNow incidents—triggered by client SIEM tools—with corresponding Jira Service Management tickets. The goals included maintaining accurate field mapping, preserving visibility settings for comments and attachments, and managing dynamic fields across multiple client environments.

Data Integration Specifics

Issue Types:

The sync supported these key ticket types:

ServiceNow Incidents ↔ Jira Service Management Incidents

Field Mapping:

Around 10–12 critical fields were mapped per connection:

Status
Assignments
Comments (public/private)
Attachments

Scripting and Custom Development Support

Getint configured dynamic field handling via expert rule configuration, enabling per-client custom field mapping without bespoke development.

Success Metrics

The integration’s success was defined by

Four Live Connections
Initial four ServiceNow instances integrated, with a fifth underway.
Consistent Incident Sync
Incident requests from client SIEM flowed seamlessly into Jira.
Comment Visibility Control
Maintained distinction between private and public comments across systems.
Dynamic Field Support
Handled client‑specific fields without manual configuration per environment.

Vendor Selection Process

Deloitte worked via a local Atlassian Platinum Partner to evaluate integration approaches. Getint was selected for its scalable multi-instance support, flexible field and comment direction mapping, and ability to manage dynamic fields—all within a secure, behind-the-scenes cloud deployment without requiring client-side installations.

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

Multi-Instance Scalability

Enabled four live and one pending ServiceNow connections to Jira.

Field & Comment Control

Mapped ~10–12 fields per connection and preserved visibility distinctions.

Attachment Sync

Ensured attachments flowed accurately between platforms.

Dynamic Field Handling

Supported custom client fields without bespoke coding.

What Key Stakeholder Say

“Getint has been pivotal in meeting our specific needs, thereby fostering a strong, collaborative relationship. Its effectiveness and adaptability to our unique integration requirements make it an invaluable tool for our operations.”

Carlos Alves

Security Analyst and Project Lead at Deloitte Brazil

Conclusion

Getint’s Jira–ServiceNow integration has transformed incident workflows at Deloitte Brazil—enabling secure, consistent, and scalable connectivity.

This success highlights Getint’s enterprise readiness for complex, multi-instance ITSM environments.

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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 multiple ServiceNow instances be connected to one Jira?

Yes—Getint currently supports four live connections with a fifth underway.

Are attachments and comments synchronized?

Yes—attachments and both public and private comments are fully supported.

Can the integration handle client-specific dynamic fields?

Yes—Getint supports dynamic field mapping per instance without extra coding.

Do we need installations on the ServiceNow side?

No—Getint works through cloud connections, not requiring client-side installs.

Is scaling easy for future instances?

Yes—the architecture allows seamless addition of new ServiceNow instances to the existing setup.

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