Troubleshooting Syncing Attachments from Jira to ServiceNow

[Amit Gujarathi]

Troubleshooting Syncing Attachments from Jira to ServiceNow

• Introduction

  Are you facing difficulties when trying to synchronize attachments from Jira to ServiceNow through IntegrationHub? If so, you're not alone. Many users encounter issues when executing the 'Delete All' operation in Jira, as only one attachment gets deleted in ServiceNow. In this article, we'll explore a solution to help you resolve this problem effectively.

   

• Reviewing the IntegrationHub Flow

Before delving into the troubleshooting steps, it's crucial to review the design and configuration of IntegrationHub. This step ensures that the correct API calls are made to Jira for deleting attachments. By confirming the flow's accuracy, you can establish a solid foundation for further investigation.

• Analyzing the Payload Received from Jira

To understand why ServiceNow only receives one attachment deletion payload, it's essential to inspect the payload sent from Jira. By analyzing the information contained in the payload, we can determine if all the attachments to be deleted are properly included. If necessary, adjustments can be made to the integration flow to capture and process all attachment data correctly.

• Examining the Code Handling Attachment Deletion

Another aspect worth exploring is the code responsible for deleting attachments in ServiceNow. By reviewing this code, we can ensure that it is correctly configured to handle multiple attachments individually. In case adjustments are needed, we'll discuss how to modify the code to guarantee proper handling of multiple attachment deletions.

• Troubleshooting Steps

Let's now outline the step-by-step process to troubleshoot and resolve the issue regarding attachment synchronization between Jira and ServiceNow.

 

1. Troubleshooting Step 1: Review the IntegrationHub Flow

To begin, carefully examine the design and configuration of the IntegrationHub flow. Ensure that the flow is accurately set up to perform the necessary API calls for deleting attachments in Jira. By confirming this step, you can identify any potential configuration errors or missing components.

2. Troubleshooting Step 2: Analyze the Payload Received from Jira

Next, focus on the payload received from Jira when executing the 'Delete All' operation. Analyze the payload and verify whether it contains the necessary information about all the attachments slated for deletion. If the payload lacks the expected data, adjustments might be required to capture and process all attachment information correctly.

3. Troubleshooting Step 3: Examine the Code Handling Attachment Deletion

Moving forward, review the script or code responsible for deleting attachments in ServiceNow. Ensure that the code is configured to iterate over all the attachments within the payload and delete them individually. If the code is not set up correctly, it may result in only one attachment being deleted. Adjustments to the code can rectify this issue.

// Assuming you have the attachment sys_id stored in the variable 'attachmentSysId'

var grAttachment = new GlideRecord('sys_attachment');
if (grAttachment.get(attachmentSysId)) {
  grAttachment.deleteRecord();
  gs.info('Attachment deleted successfully');
} else {
  gs.error('Unable to find attachment with sys_id: ' + attachmentSysId);
}

By utilizing the provided example code, you can ensure that attachments are deleted successfully in ServiceNow.

• Conclusion

  Resolving the problem of syncing attachments from Jira to ServiceNow requires a systematic approach. By following the troubleshooting steps outlined in this article, you can identify and address any issues related to the integration flow, payload, or code responsible for attachment deletion. Remember to mark the provided solution as correct if it proves helpful in resolving your problem.