Jira

ServiceNow

Integration

Hyperion: Jira—ServiceNow Integration

Hyperion Materials & Technologies, a global leader in industrial materials, partnered with Getint to integrate ServiceNow with Jira Service Management for their third-party vendor support. The solution enabled near real-time synchronization of incidents and service requests—complete with comments, attachments, priority, and status updates—ensuring seamless interaction between vendor and support teams.

Find Out how we did it!

Client Overview

Industry:

Manufacturing

Company size:

Enterprise

Location:

United States

KEY STAKEHOLDER

Irene Comalada

CEO at ConsultingMe! (Atlassian Partner, representing Hyperion)

International materials manufacturer with global vendor support
ServiceNow used by external vendor teams; Jira Service Management by Hyperion internal teams
Required seamless ticket exchange without manual duplication
Synced incidents, service requests, comments, attachments, and statuses
Ensured status parity and workflow continuity across platforms

Scope of Work

Bi-Directional Incident Sync

Connected ServiceNow incidents and service requests with Jira issues, enabling two-way communication.

Comprehensive Field & Status Mapping

Mapped fields such as classification, priority, impact, status, and categories between platforms.

Comments & Attachment Transfer

Synced public and private comments along with attachments to preserve full ticket context.

No-Code Plugin Setup

Configured entirely via a UI-driven Getint plugin with no scripting required.

Integration Objective

Enable seamless and transparent collaboration between Hyperion and its third-party vendor by syncing incidents and service requests across ServiceNow and Jira—preserving ticket context, statuses, and attachments through a reliable, automated integration.

Data Integration Specifics

Issue Types:

Integration covered:

ServiceNow Incidents ↔ Jira Incidents
Service Requests ↔ Jira Service Requests

Field Mapping:

Mapped data elements included:

Classification/Category, Priority, Urgency, Impact
Status and Workflow transitions
Public & Private Comments
Attachments

Scripting and Custom Development Support

Configured via UI; no scripting was required, easing future maintenance and usability.

Success Metrics

The integration’s success was defined by

Status Parity
Issues in both systems kept perfectly in sync.
Full Context Sync
Comments and attachments preserved bi-directionally.
Vendor Collaboration
Seamless coordination between internal and vendor teams.
Minimum Setup Time
Configured quickly via no-code UI and simplified admin experience.

Vendor Selection Process

Hyperion evaluated multiple ServiceNow–Jira connectors, but chose Getint for its UI-driven configuration, broad field/support coverage (including the ability to sync statuses and attachments), and ease of use.

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

Almost Real-Time Ticket Sync

Automatic creation and updates across both systems.

Rich Data Sync

Included comments, attachments, and custom fields.

UI-Only Configuration

Setup without technical overhead.

Improved Collaboration

Vendor and internal teams work in their own tools without friction.

What Key Stakeholder Say

“The main reason that we decided to go with the plugin by Getint was that the plugin allowed us to synchronize the status on both sides.”

Irene Comalada

CEO at ConsultingMe! (Atlassian Partner, representing Hyperion)

Conclusion

Getint enabled Hyperion to connect ServiceNow and Jira Service Management seamlessly, preserving context and statuses for efficient vendor collaboration.

With a reliable, no-code solution that supports full ticket syncing, Hyperion established a scalable integration foundation across global support partnerships.

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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 statuses sync in both systems?

Yes—the synchronization supports near real-time status changes bidirectionally.

Are comments and attachments included?

Yes—both public and private comments and attachments sync across platforms.

Was scripting needed?

No—all configuration was carried out through the plugin's no-code interface.

Does this improve vendor collaboration?

Absolutely—it enables vendor teams to use ServiceNow while keeping internal Jira in sync.

Is maintenance high?

No—set-up is minimal and manageable via no-code configuration.

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