Once your ServiceNow incidents have been properly mapped for bonding with Salesforce cases and Jira issues, you can start creating and updating incidents in ServiceNow and seeing related cases appear in Salesforce and issues appear in Jira. Plus, any new Salesforce cases or Jira issues that you create or update will appear as newly created or updated incidents in your ServiceNow instance.
Procedure
To bond your ServiceNow incidents with Salesforce cases and Jira issues, follow these steps:
Access Incidents
Log into your ServiceNow instance and navigate to Service Desk > Incidents. Click New at the top of the list to create a new incident.
Create new incident with Salesforce or Jira assignment group
Click the magnifying glass icon next to Assignment group and choose either Salesforce or Jira from the list of options.
NOTE: The Assignment group that you select will trigger either your Salesforce dynamic share or Jira dynamic share that handles the syncing of data to those applications.
Finally, fill out your remaining ServiceNow incident details and click Submit to finish creating your incident.
