Integrating Jira with ServiceNow

Hyperion Materials & Technologies opted for a strategic integration between Jira and ServiceNow to streamline their global ticket management and support structure. This integration ensures seamless ticket transfer and communication between Hyperion and its third-party vendor, enhancing support and operational efficiency.

Interviewee: Irene Comalada - CEO of ConsultingMe! (Atlassian Partner of Hyperion MT)

Context (about a client’s company): Hyperion Materials & Technology is a multinational company based in Ohio (US). Hyperion Materials & Technologies is a leader in advanced materials with decades of experience developing and manufacturing tungsten carbide powder, cemented carbide, industrial diamond, and cubic boron nitride. Since we have presence globally, we need a support structure that covers worldwide. Our ticketing tool has to be able to manage tickets at any time, even if those tickets need to be transferred to a third-party company using another ticketing tool.

What is the purpose of this integration, and which teams will use it? 

Hyperion MT works with a vendor which acts as the 3rd Level of Support for some of their applications, this vendor only works with ServiceNow. Hyperion MT decided to work with Jira as its Service Management Tool. The purpose of the integration between Jira and ServiceNow is to allow both the vendor and Hyperion with their own tools but still being integrated. 

What types, and fields are being integrated?

The Jira issue types that are integrated are the Incidents and the Service Requests. When these issues are moved to a specific status in the Jira Workflow is when the integration with ServiceNow is triggered. 

The fields integrated are the following:

  • Classification of Service and Category
  • Teams
  • Urgency, Priority, Impact
  • Comments (public and private)
  • Attachments
  • Status

What are the key criteria for this project to be deemed successful?

The Key criteria to consider the project successful will be that the number of tickets that get to that specific Jira Status are the same as the number of tickets closed by the vendor working with ServiceNow. All changes (comments, attachments, status…)must happen in both directions and everything must be transparent for end users.

What factors are critical when selecting a Vendor to work with?

Our main factor in order to decide which vendor we will be working with are the functionalities that are provided by the plugin and the way it’s configured. It has to be easy to maintain. 

What other tools were you considering, and why did you ultimately choose Getint?

The tools that were part of our assessment were the following: 

  • ServiceNow Jira 2-way integration by Getint
  • ServiceNow connector for Jira by Empyra
  • ServiceNow connector for Jira by Exalate

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. 

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