Jira Integration : Issue in Handling/Fetching Comments JSON

mdshahvez11
Tera Contributor

‎06-13-2025 12:03 AM

Hello Everyone,

I have integrated JIRA with ServiceNow for a bulk data import.
While fetching comments for each issue, I’m able to dot-walk up to the content and successfully log the values — the data is being retrieved as expected.

However, when I try to store this data in the actual journal field in ServiceNow, I’m unable to select the field (pill), and it doesn’t appear as selectable or visible — as shown in the comparison below:

  • Screenshot when using log to print the comment data:

    mdshahvez11_4-1749798133283.png

     


     

  • Screenshot when trying to use the actual journal field to store the comment data:

    mdshahvez11_3-1749797709393.png

     

Could someone please help me understand .

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Vishal36
Mega Guru

‎06-22-2025 10:52 AM - edited ‎06-22-2025 11:29 AM

Hi @mdshahvez11, 

Great to hear you're successfully retrieving the Jira comments—that's a solid first step!

If you're not seeing the comments or work notes field as selectable, you're not doing anything wrong. In ServiceNow, journal fields like these work a bit differently and don’t appear in the usual field picker.

The good news is:

  • You can still update them using a simple script step (for example: current.work_notes = "Imported comment: " + commentText;).
  • This lets you store the comment just like any other update to the record.

If you're planning to keep Jira and ServiceNow in sync beyond the bulk import, you could also consider using a no-code integration tool like OpsHub (Atlassian and ServiceNow Partner)—it takes care of syncing comments, attachments, and more, without any scripting.

There is free Community edition of OpsHub Integration Manager that you can use to start syncing Jira and ServiceNow without requiring a license. 

All the best! 🙂

 

 

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