The Situation

The customer is using a SAFe methodology in ServiceNow and wanted to bring a new Jira instance in sync, complete with time tracking in Jira being recorded to a timesheet table in ServiceNow. 


This table is an example of the ServiceNow timesheet table and all the columns that needed to be filled in from Jira, with example data from our friends in a galaxy far, far away.

The Challenge

Get ready, this is a tough one! A high-level view of the customer's requirements were as follows:

  • When an Initiative in ServiceNow is approved, a Jira Epic should be created, linked to and synced bi-directionally with the ServiceNow Initiative.
  • When time is logged on a Jira Feature or Story belonging to the synced Epic, the time would be added to a new row in a timesheet table with the user's information, the associated Epic and Initiative, the day, and the amount of time worked recorded in hours to two decimals.
  • Updates to any record needs to flow bi-directionally.

Phew! Is that all? 

The Solution

Thankfully, with a service called Workato, which is an intelligent automation platform, Jira and ServiceNow can be friends! Addteq opted to use Workato because of its simple interface and robust capabilities and flexibility. Supplying Workato with the service account credentials and login tokens for Jira and ServiceNow, it can mediate communication between the two applications. Now, with custom fields in Jira to record the ServiceNow Initiative record ID, and custom columns in the various ServiceNow tables to record the Jira issue keys and worklog IDs, Jira and ServiceNow were ready to talk to each other with Workato as the liaison.

Workato detects a new worklog


Several Recipes, Workato's workflows for integration between systems, were created to detect when an Initiative in ServiceNow is approved and subsequently create an epic in Jira, filling in the fields in both systems with the other system's ID, the Jira issue key in ServiceNow and the ServiceNow record ID in Jira.

Convert Jira worklog in seconds to 0.00 format


Additionally, the time in seconds of Jira worklogs were converted to hours to two decimals, and the recipe added the time to the appropriate column for the day the worklog was for. 

The Win

The result was two systems with no out-of-the-box integration being able to talk to each other and share information in real-time. Hooray for friendship!

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