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Show Jira progress on the ServiceNow record
For service desk teams who want development progress on an escalated incident without chasing developers, by asking their AI assistant.
On this page
Connector
Connect Jira, pick your AI tool and paste the prompt.
The problem
The service desk keeps chasing developers for updates
Once an incident is escalated to Jira, the service desk keeps asking development for updates because ServiceNow shows nothing of the Jira work. Developers do not update both systems, so callers get stale answers.
Without PopdockAI
- Ask development for an update
- Or open Jira and find the issue
- Read status, comments and subtasks
- Retype a work note into ServiceNow
With PopdockAI
- The Jira issue carrying the record number is found
- Status, assignee, due date, comments and open subtasks are read
- A short work note is drafted for you to check
- It is added once on your yes, and the record's state is never changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Read the Jira issue linked to ServiceNow record `{record-number}` and add one work note to that record summarising the dev progress. Write nothing until the user confirms.
**Step 1: Read the ServiceNow record**
If `{record-number}` starts with INC, call `servicenow-get-incident` filtered by `number`; if it starts with PRB, call `servicenow-get-problem` filtered by `number`. Otherwise say this prompt handles incidents and problems only, and stop. If nothing comes back, say so and stop. Keep its `sys-id` and state.
**Step 2: Find the linked Jira issue**
The link between the two systems is the ServiceNow number in the Jira summary, written as `[INC0010023]`. Call `jira-get-issue` with `summary.contains` set to `{record-number}`. If nothing comes back, say the record has not been escalated, suggest the `escalate-to-jira` prompt, and stop. If several come back, summarise each.
**Step 3: Gather progress**
For each issue, keep its key, status, assignee, due date and updated date. Call `jira-get-issue-comment` (pass the issue key as `issue-id`) and keep the latest two comments. Call `jira-get-issue-subtask` filtered by `outward-issue-key` set to the issue key and count open subtasks.
**Step 4: Confirm**
Draft the work note: "Jira <key>: <status>, assigned to <assignee>, due <due date>, <n> open subtasks. Latest update <date>: <comment summary>." Show it to the user and ask for confirmation. If the Jira issue is Done and the ServiceNow record is open, say so, but do not change the record's state.
**Step 5: Write once**
Call `servicenow-update-incident` (INC) or `servicenow-update-problem` (PRB) with the record's `sys-id` and the confirmed text as `work-notes`. Report that the note was added.
**Rules & Guidelines:**
* `servicenow-get-incident`, `servicenow-get-problem`, `servicenow-update-incident` and `servicenow-update-problem` are on the servicenow server. `jira-get-issue`, `jira-get-issue-comment` and `jira-get-issue-subtask` are on the jira server.
* Only pass `sys-id` and `work-notes` on the update; never change state, priority or assignment.
* Do not call any Jira write tool, including `jira-update-issue` and `jira-add-issue-comment`.
**Validation:**
* 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 finds nothing, write the note without comments.
* Keep the work note under 1000 characters; summarise comments rather than copying them.Who it's for
One answer, three teams that use it
Service desk analysts
Answer callers with current status
Get the latest Jira progress onto the incident so you can answer without chasing anyone.
Update INC0019876 in ServiceNow with where the Jira work stands.
Problem managers
Keep problem records current
Add a work note from the Jira issue to a problem record, with a flag if the work is done.
Add the latest Jira progress to PRB0004412 in ServiceNow.
Incident managers
Know when a fix is finished
You are told when the Jira work is done but the record is still open, so it can be closed.
Is the Jira work behind INC0021034 done? Add a work note with its status.
How it works
What PopdockAI does when you ask
You give a ServiceNow number and your AI assistant summarises the linked Jira work. The work note is added only after you confirm, and the record's state is left alone.
01
Ask
You give a ServiceNow incident or problem number.
02
Find
It finds the Jira issue carrying that number.
03
Read
It reads status, assignee, due date, latest comments and open subtasks.
04
Confirm
You see the draft work note, and it adds it once on your yes.
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.
servicenow-get-incident
servicenow-get-problem
jira-get-issue
jira-get-issue-comment
jira-get-issue-subtask
servicenow-update-incident
servicenow-update-problem
jira-get-issue-watcher
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.
The outcome
Development progress visible in ServiceNow
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
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