How to Integrate Jira & ServiceNow with ZigiOps: a
Step-by-Step Guide

Prerequisites

Hardware Requirements:

System Requirements:

Jira Requirements:

ServiceNow Requirements:

Install the ZigiWave’s Integration Platform, ZigiOps​

Windows

  • Introduction to ZigiWave ZigiOps installation. Click Next.
  • Review the license agreement. To continue, select I accept the terms of the License Agreement, and then click Next.
  • Specify the HTTPS Port for the ZigiWave Web Console or accept the default one which
    is 8585. Confirm the port by clicking Next.
  • Specify the folder for the installation files — accept the default location or click Browse to choose the desired parent folder. Click Next. By default, this folder location is C:\ZigiWave\ZigiOps.
  • If the target directory does not exist, the installer will create it after you confirm the same. Click OK.
  • Focus returns to the Installation Finished panel of the Installation program. Click Next.
  • The installation process continues by installing and starting the “ZigiWave ZigiOps”
    service. Make sure you see the following confirmations indicating successful installation
    and start of the service and click Next.
    The Service “ZigiWave ZigiOps” has been installed
    The Service “ZigiWave ZigiOps” has been started
  • Focus returns to the Installation Completed panel of the Installation program. An uninstaller program has been created in: C:\ZigiWave\ZigiOps\Uninstaller folder. Click Done.
  • Introduction to ZigiWave ZigiOps installation. Click Next.
  • In case you have local access, you have to have desktop environment installed, or if you are using SSH, you have to have X-forwarding enabled.
  • libxrender
  • libxtst6
  • libxi6
  • xorg-x11-xauth
  • Before installing the ZigiWave ZigiOps, make sure there is supported JRE version installed on the host.
  • Unzip the contents of the zip file you downloaded and issue this command: java -jar zigiwave-installer-*.jar This should display you the window shown below. Click Next.
  • Introduction to ZigiWave ZigiOps installation. Click Next.
  • Next you will be presented the EULA agreement. Read it and accept to continue:
  • Next you will have to select the port for the web console. Usually it is fine to leave it that way, but you will have to change it in case you already have a service listening on port 8585.
  • Next you will be prompted to name the directory of the installation. You must ensure that the directory you will be installing the software into has write permissions.
  • Next you will see the progress of installation:
  • The last step will be the confirmation that the installation process has finished:

Starting and Stopping

Windows

Linux

Licensing

Uninstall the ZigiWave ZigiOps

Windows

Linux:

Connected Systems and Environment Configuration

Jira

  • servicenow_drilldown_url — store the drilldown URL of the target record.
  • servicenow_record_number — store the number of the target record.

ServiceNow

Load Integration from Template

  • One operation to move integration data from System A to System B.
  • A second operation to continuously keep the transferred entities in System B synchronized with their correlated entities in System A.
  • A third operation to synchronize changes made to the entities in System B back to their correlated entities in System A.
  • Note that the “customfield_<ID>” should be changed to your “customfield_<ID>” of your correlation_id field in order for the correlation to work!
  • The time of creation of any new Jira tasks must be later than the last time our operation successfully collected something from Jira.
  • The reporter of the Jira tasks is not the integration user (the user that we use for adding our Jira system to ZigiOps). This guarantees that we collect only tasks created by real users.
  • The custom field that we use for correlation is not empty. This makes sure we don’t collect tasks that have been already synchronized with correlating incidents in ServiceNow.
  • The time of update for the Jira tasks needs to be later than the Last Time. This will allow us to collect only tasks with new changes in them.
  • The reporter of the task is not the integration user.
  • Either changelog/histories or comment/comments fields are not empty.
  • The time in the sys_updated_on field in ServiceNow is later than the last time our operation has collected changes successfully.
  • The incident is not updated by the integration user.
  • The incident has been created by the integration user.
  • You can start the integration by switching the slider to active:
  • If you would like to stop it, simply switch the slider to inactive again.

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