ServiceNow ↔ Jira bidirectional sync template

Components in this integration diagram

• ServiceNow incident
• Assignment group = engineering?
• Stays in ITSM
• Integration Hub / connector
• Field & status mapping
• Jira bug created
• Linked IDs
• Update ServiceNow work notes
• Fixed & released?
• Resolve incident & notify caller
• Conflicting update?
• Last-writer rule & audit

How to use this integration diagram template

1. Click Open in the editor. The integration diagram opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart LR
  SN[ServiceNow incident] --> RULE{Assignment group = engineering?}
  RULE -->|No| STAY[Stays in ITSM]
  RULE -->|Yes| INT[Integration Hub / connector]
  INT --> MAP[Field & status mapping]
  MAP --> JIRA[Jira bug created]
  JIRA --> XREF[(Linked IDs)]
  JIRA -->|Status & comments| INT
  INT --> SNU[Update ServiceNow work notes]
  SNU --> SN
  JIRA --> DONE{Fixed & released?}
  DONE -->|Yes| RES[Resolve incident & notify caller]
  RES --> SN
  INT --> CONF{Conflicting update?}
  CONF -->|Yes| LAST[Last-writer rule & audit]

Related: Integration architecture diagrams · Mermaid editor · All middleware & enterprise integration templates · All 521 templates