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Service Gateway for Jira Service Desk allows you to connect your Jira Service Desk (JSD) instance with other Perspectium-supported ITSM applications, such as ServiceNow.

Prerequisites

You can either use a ServiceNow meshlet or install the Perspectium for ServiceNow update set on your instance. For more information on the difference between these two methods, please contact Perspectium Support.

Procedure

To get started with your Jira Service Desk Service Gateway integration, complete the following procedures that correspond to your integration:

Setting Up Jira Service Desk Instance and Meshlet

Set up your JSD instance and meshlet for integration with ServiceNow. This step is required whether you use a ServiceNow meshlet or the Perspectium for ServiceNow update set.

Set up your JSD instance for Service Gateway.

Set up JSD meshlet mappings and configuration file.

Setting Up ServiceNow Instance

Set up the ServiceNow side of the integration. There are two options for this portion of the integration.

Option 1: Using the Perspectium for ServiceNow Update Set

You will first need to install 3 Perspectium update sets to your ServiceNow instance in the following order:

1. Perspectium for ServiceNow update set (AKA Perspectium Core).

2. Perspectium Common Endpoint update set

3. Perspectium Common Document update sets that correspond to the process being integrated. For example, if integrating incidents install Perspectium Common Incident.

You can request download links for these update sets by contacting Perspectium Support.

Create a ServiceNow transform map for JSD.

Configure ServiceNow table maps for JSD.

Create a ServiceNow shared and subscribed queue for JSD.

Create a ServiceNow dynamic share for JSD.

Option 2: Using a ServiceNow Meshlet

The ServiceNow meshlet makes HTTP requests directly to your ServiceNow instance in order to update and check for updates to your records. At the same time, it communicates with the JSD meshlet to receive/send updates from JSD.

Contact Perspectium Support for assistance setting up your ServiceNow meshlet.