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Raise the ITSM bar with integrated applications

Unlock efficiency, enhance collaboration, and future-proof your IT Service Management
A central pink circle with the ScriptRunner Connect logo in the middle connecting 4 apps: a calendar, Jira, Confluence, and a messaging app
IT Service Management (ITSM) is at the heart of modern organisations, ensuring smooth IT operations, service delivery, and customer satisfaction. Platforms like Jira, ServiceNow, and BMC Helix ITSM are designed to help you manage IT services efficiently, but when tools or instances operate in silos, it creates new challenges, such as data fragmentation, misaligned teams, and operational inefficiencies.
ScriptRunner Connect eliminates these challenges, allowing you to seamlessly connect leading ITSM applications and enable workflow automation, data synchronisation, and migration across ITSM tools, ensuring that all teams work from a single source of truth.
Discover the advantages of a code-based integration platform.

Integrate these ITSM applications

BMC logo
BMC Helix ITSM
via a generic connector**
Freshservice logo
Freshservice
via a generic connector**
Jira logo
Jira
via a managed connector*
Jira Service Management logo
JSM
via a managed connector*
ServiceNow logo
ServiceNow
via a managed connector*
SolarWinds logo
SolarWinds
via a generic connector**
Tempo logo
Tempo
via a managed connector*
TOPdesk logo
TOPdesk
via a generic connector**
Zendesk logo
Zendesk
via a managed connector*
* Managed connectors allow you to focus on building the integration script, as we handle the authentication process for you.
** The generic connector allows you to connect any app with a web-based REST API.

Why integrate your ITSM tools?

1. Real-time synchronisation between two Jira instances

Many organisations operate multiple Jira instances, whether due to mergers, department-specific setups, or separate cloud and on-premise deployments. Without proper synchronisation, IT teams struggle with inconsistent ticketing, duplicate work, and miscommunication. Keep two Jira instances fully in sync to ensure:
  • Automatic issue updates: ticket modifications made in one instance are reflected in the other.
  • Seamless comment and attachment transfer: to maintain full context in both instances.
  • Consistent status updates: to achieve better workflow alignment across teams.
Benefits:
  • A single source of truth across multiple IT teams.
  • Gain visibility into real-time updates across multiple Jira environments.
  • Ensure bug fixes and feature requests are synchronised across multiple development teams.
  • Avoid duplication and manual data entry.
  • Ensure accurate service tracking across teams.
  • Improve resolution times by maintaining consistent data.

Templates

Sync Jira Cloud issues
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Sync Jira DC issues
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Sync Jira Cloud issues with Jira On-Premise issues
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2. Bridging Jira and ServiceNow for unified ITSM

IT support teams often rely on ServiceNow for ITSM workflows, while your development and engineering teams will likely use Jira for issue tracking. This disconnect between tools leads to delayed updates, misaligned priorities, and missed SLAs. Connecting these tools means:
  • Data related to incidents, problems, and change management automatically syncs between ServiceNow and Jira.
  • Two-way synchronisation ensures updates in one system are reflected in the other without manual input.
  • Workflows automatically trigger issue escalations, ticket updates, and approvals across both platforms.
Benefits:
  • Gain visibility into real-time issue resolution in Jira.
  • Receive and act on ITSM requests without switching tools.
  • Eliminate manual ticket duplication.
  • Enable real-time collaboration across tools.
  • Reduce service downtime and improve response times.
  • Reduced friction between IT and development teams.
  • Enhanced service quality.

Templates

Sync ServiceNow incidents and Jira Cloud issues
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Create an incident in ServiceNow when an issue is created in Jira Cloud
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3. Migrating Tempo Timesheets worklogs between Jira instances

When migrating from one Jira Cloud instance to another, IT teams often struggle with transferring Tempo Timesheets worklogs: a crucial component for tracking billable hours, payroll, and project cost allocation.
Simplify Tempo Timesheets migration by:
  • Retaining complete worklog history, ensuring no data loss.
  • Automating bulk data transfer without disrupting ongoing work.
  • Ensuring data consistency between old and new instances.
Benefits:
  • Maintain accurate records of billable hours for invoicing.
  • Retain visibility into historical effort tracking.
  • Ensure data integrity during migration.
  • Reduce manual effort and errors.
  • Maintain accurate time-tracking records for compliance and reporting
  • A smooth migration with no disruption to financial records or project tracking.

Templates

Migrate Tempo Timesheets Cloud worklogs from one instance to another
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Migrate Tempo Cloud accounts from one instance to another
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Migrate Tempo Cloud attributes from one instance to another
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4. Integrating a bespoke or legacy ITSM app with Jira

Many organisations rely on custom-built or legacy ITSM applications that don't natively integrate with modern platforms like Jira. This creates silos, with one team working in an outdated system and others working in Jira. This can lead to miscommunications, duplicate tasks and inefficiencies.
Integrating these systems using our generic connector allows teams to:
  • Sync tickets, requests, and asset data across platforms in real-time.
  • Bridge the gap between ITSM and DevOps, ensuring no critical requests are lost.
  • Enable reporting and analytics by consolidating data into Jira.
Benefits:
  • Align IT and development teams for faster issue resolution.
  • Reduce duplicate work and improve data consistency.
  • Enhance visibility across ITSM and engineering workflows.
  • Aligned workflows, faster issue resolution and no more siloed teams.

A revolution in service delivery reporting

Discover how Adaptavist Managed Services saved over £90,000 annually by connecting Jira and monday.com using ScriptRunner Connect.
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5. Automating incident escalation between ITSM and DevOps tools

When major incidents occur, ITSM teams escalate issues to DevOps teams using tools like Jira or Opsgenie. Manual escalations may lead to delayed resolutions and extended service downtime.
Automate the escalation process using ScriptRunner Connect to ensure critical incidents trigger real-time alerts and ticket creation across ITSM and DevOps tools.
Benefits:
  • Reduce mean time to resolution (MTTR).
  • Ensure seamless handoff between IT support and DevOps.
  • Improve incident tracking and SLA compliance

Templates

Post to Slack when a critical bug is created in Jira Cloud
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Create a ticket in JSM Cloud when an alert is created in Opsgenie
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Unlock the full potential of ITSM by integrating your key apps

Integrating ITSM tools eliminates data silos, aligns cross-functional teams, and improves service efficiency. Whether you're looking to sync multiple Jira instances, integrate Jira with ServiceNow, migrate Tempo worklogs, or connect legacy ITSM apps, ScriptRunner Connect brings automation, accuracy, and efficiency into your service management workflows.
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Ready to connect your ITSM tools?

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