ServiceNow

Jira

Integration

ISCG: ServiceNow Jira Integration for a Managed Services Company

ISCG, a Poland-based managed-services firm supporting enterprise clients, integrated its internal Jira Cloud system with multiple client-owned ServiceNow instances via Getint. Project lead Filip Bywalec explained that the solution eliminated the inefficiency of logging into multiple systems by enabling near real‑time ticket sync—including incidents, comments, attachments, statuses, and custom fields—through a centralized Jira interface, significantly boosting efficiency and reducing errors.

Find Out how we did it!

Client Overview

Industry:

Managed IT Services

Consulting

Company size:

SMB

Location:

Poland

KEY STAKEHOLDER

Filip Bywalec

Head of Managed Services at ISCG

20‑year‑old Polish IT services and consultancy firm
Supporting enterprise clients across multiple ServiceNow environments
Previously required manual switching between Jira and ServiceNow
Enabled near real‑time synchronization of tickets, comments, attachments
Centralized control in Jira, with customizable filters and no-code setup

Scope of Work

Multi‑Instance Ticket Sync

Connected Jira Cloud with six ServiceNow instances across enterprise clients.

Near Real‑Time Updates

Configured two‑way syncing of incidents, comments, statuses, attachments, and custom fields.

Central Jira‑Based Management

Managed all integrations from Jira—no need for client‑side ServiceNow access or scripts.

Custom Filters & Secure Access

Applied assignment‑group filters and defined secure API‑key access per client environment.

Integration Objective

To remove the inefficiencies of manual ticket handling across multiple ServiceNow instances by enabling near real‑time, centralized sync of incidents and related data into Jira—improving operational speed, accuracy, and team comfort.

Data Integration Specifics

Issue Types:

Types of tickets synced:

ServiceNow Incidents ↔ Jira Issues
Service Requests and Change Requests

Field Mapping:

Fields synchronized:

Status, Priority, Assignment Group
Public Comments, Private Notes
Attachments and Custom Fields

Scripting and Custom Development Support

Configured entirely via Jira-based UI. Custom scripting was only used to enhance future user mappings, sparingly.

Success Metrics

The integration’s success was defined by

Operational Efficiency
Teams now work entirely in Jira, eliminating ServiceNow logins and reducing task-switching.
Accuracy & SLA Performance
Near real‑time sync reduced errors and improved SLA compliance.
Support Scalability
Six ServiceNow instances integrated in just six months, with more planned.
Centralized Control
Security, filters, and access managed centrally in Jira without custom development.

Vendor Selection Process

ISCG chose Getint after recommendations and evaluation of ServiceNow connectors. They valued its no-code configuration, secure API-key management, flexible ticket filtering, and reliable near real‑time sync, all supported by attentive vendor guidance.

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

Six ServiceNow Instances Synced

All integrated in rapid succession.

Near Real‑Time Ticket Exchange

Ensured up-to-date ticket visibility in Jira.

Full Context Retained

Comments, notes, attachments, and fields fully preserved.

Scalable, No-Code Architecture

Easily managed via Jira with endpoint security.

What Key Stakeholder Say

“We've integrated six instances of ServiceNow with Jira Service Management in just six months! This enhances collaboration, streamlines workflows, and improves client satisfaction.”

Filip Bywalec

Head of Managed Services at ISCG

Conclusion

Getint empowers ISCG to manage multi-client ServiceNow integrations centrally—boosting efficiency, accuracy, and delivery quality.

With secure, no-code setup and near real‑time sync, ISCG can rapidly scale support operations while maintaining visibility and compliance.

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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 sync with multiple ServiceNow instances?

Yes—ISCG successfully integrated six client ServiceNow environments with Jira via Getint.

Is the sync fast enough for ITSM use?

Yes—synchronization happens in near real‑time, ensuring rapid ticket updates.

Do comments and attachments transfer properly?

Yes—public comments, private notes, attachments, statuses, and custom fields are fully synced.

Was scripting required?

No—the integration was configured using no-code UI. Scripting was only used sparingly for planned enhancements.

Is this secure and centrally manageable?

Yes—connections use secure API‑key access with centralized filtering and control managed in Jira.

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