FINAL-All Together Now Connecting ServiceNow and JIRA.pdf

servicenow jira integration

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All Together Now:
Connecting ServiceNow
and JIRA to Clarizen for a
Single PPM Platform

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Featuring:
Ryan McArthur
Programmer Analyst
County of Tulare

Sean Woods
Program Manager II, PMP
County of Tulare



Angela Bunner
Sr. Director of Product, PMP
Clarizen

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Agenda
!  The Clarizen Integration Hub
!  The Benefits of ServiceNow Integration
!  Customer Case Study: County of Tulare
!  The Benefits of JIRA Integration

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Clarizen approach
to integrations

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PRODUCTIVITY AND
EFFICIENCY
Integration replaces manual work,
producing reliable and robust
solutions through automation

INTERFACE WITH AN
EXISTING PROCESS &
SYSTEMS
Reduce risk in change management

CONNECTING “ISLANDS
OF ACTIVITIES”
To provide a single version of the
truth

TURNKEY SOLUTION
Clarizen Professional Services and
Integration Team takes an holistic
view of the whole business and
system requirements in order to
provide a comprehensive solution

Why Integrations
5
APPROACH to INTEGRATIONS

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Communication
Document
CRM
Ticketing
Authentication
Accounting
Reporting
APPROACH to INTEGRATIONS
Connecting Islands of Activity

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Clarizen Integration Hub

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Clarizen Integration Hub – Overview
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Clarizen Integration Hub
! The integration Hub facilitates the synchronization of objects between
3
rd
Party systems (SaaS or On-premise) and Clarizen.

! Key components of the integration:
• Unified user-experience with our core integrations
• System authentication (oAuth, Credentials)
• Inter-systems dynamic objects and fields mapping
• Events / Triggers creation
• Logging, monitoring and notifications

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Clarizen Integration Hub Architecture
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Clarizen Integration Hub
Clarizen)Integration)Hub
(Sync)Job)
Clarizen)Integration)Hub
(Web)site)
External)system
Trigger)creation
Store
Sync)entity Store)data
Sync)eventMetadata
Trigger)creation
DB
Clarizen

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Clarizen Integration Hub
at work in the Salesforce App

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Integration Setup Admin Tool

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Define Mappings

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Define Trigger Events

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Track Sync Logs

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Why integrate with
ServiceNow?

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Why Integrations?
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Benefits of a CZ & SN Integration
Ecosystem
! Leverage each solution for it’s strengths:
• ServiceNow for IT Helpdesk
• Clarizen for work planning, execution, and collaboration
! Optimized and streamlined project delivery
! Standardize processes for all projects, in a single PPM tool.
! Complete project lifecycle execution.
! Improve cross-team collaboration, for ex, allow artifacts to be
synchronized across the lifecycle.
! Cross tool traceability and reporting with automation.

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Leverage the Strengths of Each Tool
ServiceNow
IT Service
Field Service
Facilities
HR Service
Clarizen
Project Management
Resource Planning
Issue, Risk, Change Mgmt
Collaboration
Work Execution
Portfolio Reporting

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ServiceNow Integration Strategy
Service Management Project Execution
Assign Resources
Track Time on tickets
Service Reporting
Requests Inflow
Create Project
Plan Work, Collaborate
Execute Project, Track
Progress
Project Analytics
Requests that require
a project, work
collaboration
Time
Progress

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Tulare County
Our use of the API

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TCiCT PMO
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Tulare County – Our use of the API


DIVISION
MANAGER
1
PROJECT
MANAGERS
5
SUPPORT STAFF
FUNDING SPEACIALIST
& SAS
2
ACTIVE
PROJECTS
33
COUNTY
AGENCIES
14
IT ORG
EMPLOYEES
150
IT ORG
BUSINESS
UNITS
5

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A Brief History
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Tulare County – Our use of the API

PMO had
previously
used Sciforma
PSNext
Project began
in late 2013 to
find a better
solution
Clarizen was
chosen and
go live
July 1
st
, 2014
Many factors
contributed to
the selection of
Clarizen
The API was a
key factor in
the decision
making process

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Necessity is the Mother of Invention
22
Tulare County – Our use of the API

Lack of project
metrics
Non-existent actual
effort data
Devoid of
work notes
Only the PMO staff
would access
the software

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The Solution is in the middle
23
Tulare County – Our use of the API

Organization is
incident/support
centric & has a
resistance to
change
Staff is already
using Service-Now
and a home grown
time management
system
“Middleware”
interface was the
solution utilizing
the API’s
All three systems
now communicate
project data
between them
nightly
PMO has more
project data than
ever before

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Tulare County – Our use of the API
Before any code was written we evaluated our processes.
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PROJECTS
TASKS
TIME
Assignments
Time &
Updates
Assignments
& Time
Time

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Developing our Plan
Tulare County — Our use of the API

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Tulare County – Our use of the API
Valuable Resources
Clarizen’s outstanding documentation
and support made it possible.
Documentation
• success.clarizen.com ! User Manual
• clarizen.com ! Resources ! For Developers
Support
• success.clarizen.com ! How can we help you

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Tulare County – Our use of the API
Retrieving information from Clarizen
! SQL does not apply.
! Build a Entity Query object containing object properties
you want to retrieve and the object properties you want
to match against.
! Can compare regular fields or reference objects.
! Results are delivered in a queryResults object.
• Includes Success, Paging and your results (Entities)
! Result entities are objects.
! Feels sort of like using an IEquatable interface.

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Defined what we wanted to be returned to us.

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Defined our query conditions.
1
2
!'Define!the!list!of!fields/objects!that!we!want!the!API!to!return. !
!!!!!!!!Dim!QueryFields!As!New!List(Of!String)!
!!!!!!!!QueryFields.Add("WorkItem.ExternalID")!
!!!!!!!!QueryFields.Add("Duration")!!!!!'!Time!Reported!
!!!!!!!!QueryFields.Add("Comment")!!!!!!'!Comments!included!
!!!!!!!!QueryFields.Add("WorkItem.ParentProject.C_ProjectID")
How we approached the Entity Query
Dim!QueryConditions!As!New!List(Of!com.clarizen.api.Compare)!
‘Where!time!belongs!to!employee!asked!for !
QueryConditions.Add(New!com.clarizen.api.Compare!With!{!
!!! .LeftExpression!=!New!com.clarizen.api.FieldExpression!With!{.FieldName!=!"Reportedby"},!
!!!! .Operator!=!com.clarizen.api.Operator.Equal,!
!!!! .RightExpression!=!New!com.clarizen.api.ConstantExpression!With!{.Value!=!TCEmpID.Id}}!
!!! !!)!
‘and!where!time!is!for!the!date!asked!for !
QueryConditions.Add(New!com.clarizen.api.Compare!With!{!
!!!! .LeftExpression!=!New!com.clarizen.api.FieldExpression!With!{.FieldName!=!"ReportedDate"},!
!!!! .Operator!=!com.clarizen.api.Operator.Equal,!
!!!! .RightExpression!=!New!com.clarizen.api.ConstantExpression!With!{.Value!=!WorkDate}}!
!!! !!)

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Put our fields and conditions together into an EntityQuery
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Passed the EntityQuery to Clarizen, retrieving the QueryResult object
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'Put!it!together!as!a!clarizen!EntityQuery!
Dim!query!As!com.clarizen.api.EntityQuery!=!New!com.clarizen.api.EntityQuery()!
!With!query!
!! .TypeName!=!"Timesheet"!
!! .Fields!=!QueryFields.ToArray!
!! .Paging!=!New!com.clarizen.api.Paging!With!{.PageSize!=!100,!.PageSizeSpecified!=!True}!
!! .Where!=!New!com.clarizen.api.And!With!{.Conditions!=!QueryConditions.ToArray}!
!End!With
How we approached the EntityQuery
Dim!clz!As!com.clarizen.api.Clarizen!=!GetClarizen()!
Dim!qr!As!com.clarizen.api.QueryResult!=!clz.Query(query)!
!
'Now!that!the!query!has!been!run,!check!for!success!and!retrieve!the!entities!inside... !
If!qr.Success!Then…!
(don’t forget about paging)
For!Each!en!As!com.clarizen.api.GenericEntity!In!qr.Entities!
en is a single time card….

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'Get!all!tasks!as!long!as!the!project!is!active !
QueryConditions.Add(New!com.clarizen.api.Compare!With!!
!{!
.LeftExpression!=!New!com.clarizen.api.FieldExpression!With!{.FieldName!=!"WorkItem"},!
!.Operator!=!com.clarizen.api.Operator.In,!
!.RightExpression!=!New!com.clarizen.api.QueryExpression!With!!
!! {!
!! .Query!=!New!com.clarizen.api.EntityQuery!With!!
!!! {!
!!! .TypeName!=!"Task",!
!!! .Where!=!New!com.clarizen.api.Compare!With!
!!!! {!
!!!! .LeftExpression!=!New!com.clarizen.api.FieldExpression!With!{.FieldName!
=!"ParentProject"},!
!!!! .Operator!=!com.clarizen.api.Operator.In,!
!!!! .RightExpression!=!New!com.clarizen.api.QueryExpression!With!
!!!!! {!
!!!!! .Query!=!New!com.clarizen.api.EntityQuery!With!
!!!!!! {!
!!!!!! .TypeName!=!"Project",!
!!!!!! .Where!=!Clarizen.QC_WorkItemState("Active")!
!!!!!! }!
!!!!! }!
!!!! }!
!!! }!
!! }!
!})
How we approached the EntityQuery
Query can be nested for complex queries

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Created a generic method we could send updates or create through
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1
Public!Function!SubmitToClarizen(message()!As!com.clarizen.api.BaseMessage)!As!
com.clarizen.api.Result()!
!
!Dim!clz!As!com.clarizen.api.Clarizen!=!GetClarizen()!
!Return!clz.Execute(message)!
!
End!Function
How we approached updating Clarizen:
Creating or Updating Clarizen

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How we approached updating Clarizen:
Building the Discussion Post
Built a GenericEntity containing the item to be created 2
Dim!CloseNotes!As!New!com.clarizen.api.GenericEntity!
!
CloseNotes.Id!=!New!com.clarizen.api.EntityId!
CloseNotes.Id.TypeName!=!"DiscussionPost"!
!
'Setup!the!WorkItem!that!these!notes!are!going!to!be!going!into !
Dim!WorkItemID!As!New!com.clarizen.api.EntityId!With!{!.TypeName!=!"Task",!.Value!=!TimeEntry.ClarizenTaskID!}!
Dim!workItemField!As!New!com.clarizen.api.FieldValue!With!{!.FieldName=!“Container",!.Value!=!WorkItemID!}!
!
‘Setup!the!Post!Body!
Dim!Body!As!New!com.clarizen.api.FieldValue!
Body.FieldName!=!"Body"!
Body.Value!=!“Post!Body!Contents…!yay,!you!can!use!HTML!too,!how!fun!is!that?” !
!
'Setup!the!Post!Type!
Dim!PostType!As!New!com.clarizen.api.FieldValue!
PostType.FieldName!=!"Type"!
PostType.Value!=!"StatusUpdate"!
!
'Setup!the!Post!State!
Dim!PostState!As!New!com.clarizen.api.FieldValue!
PostState.FieldName!=!"State"!
PostState.Value!=!"Active“!
!
'Populate!the!fields!into!the!closenote!post!
CloseNotes.Values!=!New!com.clarizen.api.FieldValue()!{workItemField,!Body,!PostType,!PostState,!Via}!

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How we approached updating Clarizen:
Submits the update to Clarizen
Put the GenericEntity into a CreateMessage and submit to Clarizen 3
Dim!NewPostMessages!As!New!List(Of!com.clarizen.api.CreateMessage)!
!
NewPostMessages.Add(New!com.clarizen.api.CreateMessage!With!{!
!!!! .Entity!=!BuildDiscussionThread(TimeEntry)!
!!! !!!})!
!
Dim!TimeMessage()!As!com.clarizen.api.BaseMessage!=!NewPostMessages.ToArray!
!
Dim!ClarizenResponse()!As!com.clarizen.api.Result!=!SubmitToClarizen(TimeMessage)

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Tulare County – Our use of the API
Processes pushed to Clarizen
! Create Time Cards
! Update Project Tasks
! Update Resource Assignments
! Create Discussion Threads


BaseMessage
•  Create Message
o  Entity to be Created
• Update Message
o Reference Entity to be Updated
o FieldValues to be updated
HANDLED BY

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Tulare County – Our use of the API
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Task Details

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Tulare County – Our use of the API
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Assign Resources to Task

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Tulare County – Our use of the API
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Timesheet records on Task

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JIRA
Integration Overview

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JIRA Integration Use Case


Send Project Plan
& User Stories
to JIRA
2
Project
Planning
1






R&D Team breaks
down Tasks, User
Stories
3








Send subtasks
back to Clarizen
project plan
4


Resource assignment,
actual efforts, and state
synchronization
5
BI-DIRECTIONAL INTEGRATION
CLARIZEN JIRA

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JIRA Integration Basics
! Bi-directional or manual sync between
Clarizen Work items, and JIRA’s Issues/objects

! Manual vs. Pooling
! Sync Strategy
! Hierarchies Challenges
! Object Mappings
!CloudHub and Integration Infrastructure

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CloudHub — IPASS Technology
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JIRA Slide — Attach to parent from JIRA
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Multi-level R&D project roadmap view
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Multi-level R&D project WBS view
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Custom action to trigger integration
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JIRA integration options
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Integrated items in JIRA
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Questions?

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Thank You
Sean Woods
[email protected]
Angela Bunner
[email protected]
Ryan McArthur
[email protected]