Jira Integration , Json issues

[mdshahvez11]

Hello Everyone,

I'm experiencing a problem while fetching comments from Jira for a specific issue ID.

When I retrieve the data using the Action, the JSON contains the mention object properly, including the name of the mentioned user. Here's a sample of the JSON received from the Action:

{
"type": "mention",
"attrs": {
"id": "6232d26ab8d1",
"text": "@some name here",
"accessLevel": ""
}
}


However, when trying to access the same comment via Flow Designer, the JSON structure is different. In this case, only the id is available, and the text field (containing the name) is missing.

[
{
"marks": [],
"text": "This issue requires your attention. ",
"type": "text",
"attrs": {}
},
{
"marks": [],
"text": "",
"type": "mention",
"attrs": {
"name$": "attrs",
"id": "62357006a9ab8d1"
}
},
{
"marks": [],
"text": ", ",
"type": "text",
"attrs": {}
},
{
"marks": [],
"text": "",
"type": "mention",
"attrs": {
"name$": "attrs",
"id": "624e7dcdf8250"
}
}
]


can anyone let me know , why the structure getting changes or how can we handle or correct this.

[Vishal36]

Hi @mdshahvez11 

This mismatch happened due to how different Jira interfaces expose user mentions. Here’s why:

• The REST API returns mentioned as plain text (like “@John Doe”) instead of user IDs or references.
• Flow Designer often exposes only the id, without the display name — likely due to internal optimization or security constraints.

Things to Consider Before Building a Fix

• API Load: Manually resolving each user ID via /rest/API/3/user increases API calls and rate limit usage.
• Display Accuracy: Missed names can confuse users or create traceability gaps in synced comments.
• System Compatibility: External systems may not support partial mentions, causing incomplete data sync.
• Maintenance Overhead: You’ll need to manage formatting, fallbacks, and error handling across tools.

If your team relies on comment-level traceability across systems, you may consider, OpsHub Integration Manager (OIM), an enterprise – grade solution and a ServiceNow Partner that can help you:

• Resolve user mentions with accurate display names.
• Sync full comment threads, attachments, relationships, and references.
• Keep data consistent across tools like Jira, ServiceNow, GitHub, Salesforce—without manual patchwork.

Hope it helps!

[JavierPM]

Hi @mdshahvez11, I'm the community manager at Exalate.

The difference in JSON structure likely comes from how Jira formats rich text (like mentions) depending on the API endpoint or context, especially when fetched through Flow Designer vs. a direct REST Action. In Flow Designer, some attributes like "text" may be omitted or nested differently.

To handle this, you might need to parse the Flow Designer payload manually or use a script step to enrich the data by resolving the mention IDs to user names via an additional Jira API call (e.g., /rest/api/3/user).

Also, If you're looking for a more flexible integration approach, tools like Exalate can also help.