Jira

ServiceNow

Integration

Retail Assist: Jira—ServiceNow Integration. Switching from ConnectAll to Getint

Retail Assist transitioned from ConnectAll to Getint to connect their Jira Data Center with two separate ServiceNow instances used by different contractors. The near real‑time, bi‑directional sync handles incidents, comments, attachments, custom fields, and status transitions—supporting ~2,000 issues daily with zero downtime and 99.99% uptime.

Find Out how we did it!

Client Overview

Industry:

Managed IT Services

Company size:

Mid-market

Location:

United Kingdom

KEY STAKEHOLDER

Richard Winstock

Senior IT Lead at Retail Assist

UK retail-focused managed services provider
Integrated Jira Data Center with two contractor-owned ServiceNow systems
Switched from ConnectAll due to complexity and poor support
Enabled near real‑time sync of tickets, statuses, comments, attachments, and custom fields
Achieved high reliability with secure on‑premise deployment and premium SLA

Scope of Work

Dual ServiceNow Integration

Connected one Jira Data Center instance to two separate ServiceNow instances concurrently.

Performance-Grade Sync

Configured near real‑time synchronization for high volumes (~2,000 incidents/day).

Data Fidelity

Included comments, attachments, custom fields, and status mappings in the data flow.

Secure, SLA-Backed On-Prem Deployment

Implemented on-premise with premium SLA support, zero downtime, and 99.99% uptime guarantee.

Integration Objective

Replace a complex, poorly supported solution with a robust and dependable integration that synchronizes critical ticket data between Jira and two ServiceNow systems—without downtime, performance impact, or loss of information.

Data Integration Specifics

Issue Types:

Tickets synced included:

ServiceNow Incidents ↔ Jira Issues
Custom incidents including change and service request variants

Field Mapping:

Synchronized elements:

Status and workflow transitions
Comments and attachments
Custom fields (e.g. Insight attributes)

Scripting and Custom Development Support

Configured mainly via no-code UI; custom scripting enabled edge-case needs (e.g., custom Insight field sync).

Success Metrics

The integration’s success was defined by

Smooth Migration
Seamless replacement of ConnectAll with zero performance impact on Jira DC.
High Sync Volume
Approximately 2,000 incidents synced daily, including full ticket context.
Enterprise Uptime
99.99% uptime maintained with no recorded downtime.
Performance Stability
Integration had no negative impact on Jira DC performance.

Vendor Selection Process

Retail Assist chose Getint over ConnectAll after evaluating both platforms. They valued Getint’s ease of deployment, customizable field support (including custom Insight fields), premium SLA, and responsive service—which together offered a more reliable and maintainable solution.

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

Connect Jira DC to Multiple ServiceNow

Simultaneously sync Jira Data Center with two ServiceNow instances.

Robust Near Real-Time Sync

Enabled fast, reliable data flow (~2,000 tickets daily).

Full Ticket Context

Synced comments, attachments, statuses, and custom fields.

Zero Downtime & High Availability

Deployed on-prem with SLA-backed reliability and no performance degradation.

What Key Stakeholder Say

“Been working with Getint for a few months now and can genuinely say they are the hardest working team I’ve met! Always eager to help, to expand their product, and to meet or normally exceed our expectations. Their product is easy to work with, quickly deployed, and far superior to the competitor product we used to use. Highly recommended!”

Richard Winstock

Senior IT Lead at Retail Assist

Conclusion

By switching to Getint, Retail Assist gained a powerful and reliable integration that scales with their operations—delivering secure, near real‑time sync, high availability, and complete ticket fidelity.

Getint’s user-centric design and enterprise-grade support enabled a smooth migration and an integration platform trusted to power mission-critical workflows.

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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 Data Center connect to multiple ServiceNow instances?

Yes—Getint supports simultaneous integration of Jira DC with multiple ServiceNow systems.

Is sync fast enough for daily operations?

Yes—near real‑time synchronization managing about 2,000 issues every day.

Are custom fields and attachments included?

Yes—custom Insight fields, attachments, status, and comments are fully synced.

Was there any downtime or performance impact?

No—implemented on‑prem with 99.99% uptime and no performance issues in Jira DC.

Why choose Getint over ConnectAll?

Because of easier deployment, full customization, premium SLA, and proactive support.

Experience a smarter way to integrate & synchronize.

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