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Find stale Jira issues linked to ServiceNow
Report
Cross-Connector

Catch ServiceNow escalations that stalled in Jira

For IT teams who want escalated incidents and problems kept in step across ServiceNow and Jira, by asking their AI assistant.

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Find stale Jira issues linked to ServiceNow
Which Jira issues escalated from ServiceNow have had no update in 14 days, or are out of step?
9 escalations need attention. - Stale: OPS-212 for INC0012345, no update in 19 days, last comment by Jordan Lee - Done in Jira, open in ServiceNow: 3 pairs - Closed in ServiceNow, open in Jira: 2 pairs - Missing record: OPS-198 points to PRB0004321, which does not exist Want the full list by bucket?
Jira
Sample figures. Your results come from your own account.
jira-get-issue
servicenow-get-incident
servicenow-get-problem
jira-get-issue-comment
jira-get-issue-watcher

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Jira

Jira
Run it on your own Jira data.

Connect Jira, pick your AI tool and paste the prompt.

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The problem

Escalations go quiet between ServiceNow and Jira

Once an incident or problem is escalated from ServiceNow to Jira, nobody watches the pair. Jira issues go quiet while the record stays open, or one side closes and the other is forgotten.

Without PopdockAI

  • Find Jira issues that mention a ServiceNow number
  • Open each record in ServiceNow
  • Compare states and last updates
  • Miss pairs closed on one side only

With PopdockAI

  • Jira issues carrying a ServiceNow number are found
  • Each ServiceNow record is read and the pair classified
  • Stale issues show their latest comment and author
  • Missing records are reported, and nothing is changed

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** Find ServiceNow incidents and problems escalated to Jira whose Jira issue has not been updated in `{stale-days}` days (default 14), or where one side is finished and the other is not, optionally limited to Jira project `{project-key}` and ServiceNow assignment group `{assignment-group}`. Read only.

**Step 1: Find the Jira issues that carry a ServiceNow number**

The link between the two systems is the ServiceNow number in the Jira summary, written as `[INC0010023]` or `[PRB0040012]`. Call `jira-get-issue` twice, once with `summary.contains` set to INC and once with PRB, filtered by `project-key` when `{project-key}` is given. Keep only issues whose summary actually contains a number of the form INC or PRB followed by digits, and extract that number.

**Step 2: Read each ServiceNow record**

For each extracted number, call `servicenow-get-incident` (INC) or `servicenow-get-problem` (PRB) filtered by `number`, and by `assignment-group` when `{assignment-group}` is given. If the record is not found, report the Jira issue as pointing at a ServiceNow record that does not exist (or is outside the group) and continue.

**Step 3: Classify**

For each pair, put it in at most one bucket:

* **Stale:** the ServiceNow record is open (not Resolved, Closed or Canceled) and the Jira issue's `updated-date` is more than `{stale-days}` days ago (default 14) and its status is not Done.
* **Jira done, ServiceNow open:** the Jira status is Done (or another resolved status) and the ServiceNow record is still open.
* **ServiceNow closed, Jira open:** the ServiceNow record is Resolved, Closed or Canceled and the Jira issue is still open.

For stale issues, call `jira-get-issue-comment` for the issue (pass the issue key as `issue-id`) to read the latest comment and its author.

**Step 4: Report**

One table per bucket: ServiceNow number, priority, state, assignment group; Jira key, status, assignee, days since update; and for stale issues the latest comment date and author. End with a count per bucket and the oldest stale pair.

**Rules & Guidelines:**

* `servicenow-get-incident` and `servicenow-get-problem` are on the servicenow server. `jira-get-issue` and `jira-get-issue-comment` are on the jira server.
* This prompt is read only. Do not call `servicenow-update-incident`, `servicenow-update-problem`, `jira-update-issue`, `jira-add-issue-comment` or `jira-assign-issue`.

**Validation:**

* If no Jira issue carries a ServiceNow number, say that no escalations were found and stop.
* If `jira-get-issue-comment` rejects the key as `issue-id`, read the numeric id with `jira-get-issue-watcher` filtered by `issue-key`; if that also finds nothing, report the comment as unavailable and continue.
* If one Jira issue mentions several ServiceNow numbers, check each one.

Who it's for

One answer, three teams that use it

Service desk managers

Chase stalled escalations

See which escalated records have a Jira issue that has gone quiet, with the latest comment.

Which Jira issues escalated from ServiceNow have had no update in 10 days?

Problem managers

Close records finished in Jira

Find problems still open in ServiceNow whose Jira work is already done.

Which ServiceNow problems are still open while their Jira issue is done?

Engineering managers

Clean up issues closed in ServiceNow

See Jira issues still open after the ServiceNow record was closed.

List Jira issues in OPS that are open but whose ServiceNow incident is closed.

How it works

What PopdockAI does when you ask

You give a number of days and your AI assistant checks every escalated pair across Jira and ServiceNow. You get stale and out of step pairs, and nothing is changed.

01

Ask

You give a number of days and optionally a Jira project and assignment group.

Your AI tool

02

Find

It finds Jira issues that carry a ServiceNow number.

jira-get-issue

03

Read

It reads each ServiceNow record and classifies the pair.

servicenow-get-incident
servicenow-get-problem
jira-get-issue-comment

04

Report

You get stale and out-of-step pairs with the latest comment, changing nothing.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for Jira and one secure connection to your AI tool. No code, no exports.

get-data

jira-get-issue

Returns Jira issues with their project, issue type, status, assignee, reporter, dates and estimates. Filter by project, status, assignee or date range to pull a backlog, a sprint or one person's open work.
get-data

servicenow-get-incident

Returns incident records (number, state, priority, caller, assignment and dates) from ServiceNow. Filter by number, state, priority, caller, assignment group, assignee, short description text and opened date range.
get-data

servicenow-get-problem

Returns problem records (number, state, priority, known error, related incidents and dates) from ServiceNow. Filter by number, state, priority, known error, assignment group, assignee, short description text and opened date range.
get-data

jira-get-issue-comment

Returns comments left on Jira issues with their author, body, created and updated dates. Filter by issue to read one conversation, or by date to see recent discussion across a project.
get-data

jira-get-issue-watcher

Returns the users watching Jira issues, with the issue and project they are watching, so you can see who is following a piece of work.
Read only.Nothing in Jira Changes

This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.

How Popdock AI secures your data

The outcome

Stalled escalations caught and closed

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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