ServiceNow

Jira Service Management

Integration

Optimizing IT Ops: ServiceNow—Jira Integration

GBDS Network SA built a near real‑time bidirectional sync between ServiceNow and Jira Service Management to support a Swiss financial-services organization. According to Paul Wilkinson, the integration "streamlined communication between internal IT tickets and external requests," eliminating manual emails and enabling automated ticket routing, comments, attachments, and field updates with minimal oversight.

Find Out how we did it!

Client Overview

Industry:

Fintech

Company size:

SMB

Location:

Switzerland

KEY STAKEHOLDER

Paul Wilkinson

Senior Consultant & Certified Jira Administrator at GBDS Network SA

Swiss IT consultancy focused on FinTech systems integration
ServiceNow used by external partners and business units
Internal IT support managed via Jira Service Management
Manual ticket handling caused SLA issues and errors
Needed automated, near real-time sync with full context support

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Scope of Work

Automated Incident & Request Sync

Configured Getint to create and update Jira issues automatically from ServiceNow incidents, service requests, and changes.

Bi-Directional Field Mapping

Synchronized key fields such as Request Type, Application, Context, Affected Version, priority, and status.

Context & Attachment Preservation

Synced public comments, private work notes, and attachments to retain full ticket context.

UI-Configured No-Code Rules

Implemented synchronisation through Getint’s intuitive UI; scripting only utilized for future enhancements like user mapping.

Integration Objective

The goal was to eliminate manual handoffs by syncing ServiceNow and Jira near real‑time, reducing SLA delays, preserving complete ticket context, and ensuring transparent tracking—all via a no‑code, easily maintainable integration.

Data Integration Specifics

Issue Types:

Included ticket types:

ServiceNow Tasks → Jira Service Management Issues
Incidents, Service Requests, Change Requests

Field Mapping:

Fields synchronized included:

Request Type, Application, Context, Affected Version
Status, Priority
Public Comments & Private Work Notes
Attachments

Scripting and Custom Development Support

Built entirely via UI rules with no-code setup; future user-mapping enhancements planned with vendor support.

Success Metrics

The integration’s success was defined by

High Reliability
Thousands of tickets synced daily with minimal oversight.
Improved SLA Performance
Eliminated email-based delays and reduced ticket handling errors.
Context Preservation
Full history of notes, comments, and attachments shared seamlessly.
Maintenance Efficiency
UI-based configuration requires little to no ongoing effort.

Vendor Selection Process

GBDS reviewed REST API integrations and marketplace connectors, but chose Getint for its usability, rapid deployment, bi-directional support for commentary and attachments, and transparent approach to future enhancements.

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

Automated Sync Configuration

Incident, request, change tickets sync both ways between ServiceNow and Jira.

Full Context Transfer

Includes comments, work notes, and attachments.

Near Real‑Time Updates

Nearly instantaneous syncing ensures timely responses.

No-Code Usability

Set up and managed without scripting, reducing ongoing cost and complexity.

What Key Stakeholder Say

“Good tool, easy to use with fast and professional support. Data integration interfaces between Jira DC and Snow are configured in a minute without coding.”

Paul Wilkinson

Senior Consultant & Certified Jira Administrator at GBDS Network SA

Conclusion

Getint enabled GBDS to deliver near real‑time, full-context ticket synchronization between ServiceNow and Jira—streamlining IT operations for their FinTech client.

By eliminating manual handoffs, automating ticket flows, and preserving complete context, GBDS achieved higher SLA performance and operational transparency with minimal effort.

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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 tickets sync real‑time?

Yes—synchronization operates in almost real‑time, ensuring timely updates without second-level precision.

Are comments and attachments included?

Yes—public comments, private work notes, and attachments transfer seamlessly between systems.

Is scripting required?

No—the integration was fully set up using no-code UI rules; future user mapping may involve scripting.

Is this suitable for high‑volume FinTech workflows?

Yes—it reliably handles thousands of tickets daily with minimal oversight.

Is Getint secure enough for financial data integrations?

Yes—Getint is ISO 27001 and ISO 27018 certified, SOC 2 Type II audited, and fully GDPR compliant. It does not store data in transit and uses encrypted, secure communication protocols (HTTPS) and strict access controls.

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