[Music] hey everyone it's Justin thank you for watching and welcome to my house at Justin's house in this video I want to show you how to automate a customer service case or task over to jira without having added to the backlog so what I did in a previous video is I showed you how to come in to the agile backlog in service now and using the triage board you could add something like a customer service case or an incident in this video I want to show you automating that with a workflow in flow designer to automatically put this in the backlog and create that case or create that customer service task case Task customer service task within jira without having to touch anything so no one's going to have to come in here to Agile if they don't want to so let's start in flow designer I'm going to pull up my flow here here and this is essentially a brief load that fires if a customer service task is created and the agile story field is empty so that's the one condition I put on there customer service tasks don't typically have an assignment group associated with them at least not out of the box and I wanted to keep this as close to out of the box as possible with how your instance might be configured so I set the condition that's not showing up here for some reason the condition is it won't if the agile store is empty you can kind of see it in the trigger title there agile story is empty so that's the filter there it is the filter condition finally showed up got a low flow designer so that's the condition and then after that what I'm going to do is I'm going to look up for um the user who's assigned that task I'm going to look up all their groups so essentially I want to make sure or I want to verify are they in a group that's synchronizing to jira and if they are I want to create that task or create that issue or create that story and Jirus what automatically goes through so I Loop through using this for each all of the groups that I find for that assigned user and if they match the condition jira team is one of the groups then I'm going to create the story record and by create the story record I'm going to drop a short description a long description an assignment group and the original task which is going to be the customer service task and then I'm going to update that task to link back to the agile stories now they're associated with each other I'm going to add a work note to the story saying it was created from a customer service task so that whoever got the story knows where the heck this came from and then I'm going to use a custom action I made here to sync this story with jira and in this custom action I'll show you towards the end here essentially what I'm doing is I'm passing the story record to a script so that it goes ahead and syncs it with jira so let's take a look at that I'm in the customer service workspace or CSM FSM configurable Works workspace here I'm going to pull up any old incident or any old customer service case and I'm still going to pull up a demo one so let's do issue in creating an OCTA account for a new hire right so maybe in this page particular example for this customer service case we know that our development team needs to do something and our development team is using jira so what I'm going to do is I'm just going to let the customer service case exist but I'm going to create a task for that development team instead of passing this case along too though we're just going to give them a task so they know they need to fix something so I'm going to click on tasks and that should give me a new button which is right there and I'm going to start a new task and we're going to assign this to Ben Franklin Ben Franklin believe it or not even though he's been around for a while he's part of my agile team and he's going to get this so this is going to be a customer service task for the jira team and we'll just put demo for YouTube in the description and that's it because that flow is going to fire and look up Ben Franklin's groups it's going to pass the short description and the long description and everything else that you saw on that flow so I'm going to hit save and that's going to update there and then what is that saving I'm just going to tighten up this window so we can see G right here in the background and let's move my head over to the left and I'm just going to toggle my filters like I've been doing in all my demos I'm just going to tell jira hey I want to see if there's anything new here there it is my customer service task for the jira team and we can see demo for YouTube and that came right on through so that is how you could automate doing something from a completely different application than agile like customer service getting a task over to a development team now there's one drawback it's not I haven't done the work to keep the customer service record or the customer service task in sync but the story in service now is going to stay in sync with the story in jira before we go let me show you one last thing that action at the end there sync story with jira I'll do another video on this explaining how I got to this but essentially I created a custom action that you can see here that calls a script and passes the gear passes the record the story record that we created to this script which goes ahead and syncs whatever to jira so this particular utility agile jira utilities is part of the out of the box integration between jira and servicenow and so by having this custom action it'll automatically at the very end here go ahead and sync that story lujira because the business rule that would normally fire isn't going to fire because this is originating from a workflow in flow designer I'll have this code up on GitHub I'll include a link down below or on screen so you can see it that'll have the workflow not just for customer service tasks but also for incidents plus this custom action so you can import it play around with it it's not for production but at least you can see what I did I hope you found this video helpful if you did please like Please Subscribe or share it with somebody who you think might be interested in integrating jira in servicenow and until next time don't forget to always be learning [Music]