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Can't connect to Jira from ServiceNow instance

mpsteve137
Tera Expert

‎03-07-2025 11:40 AM

I am trying to establish a connection from our ServiceNow instance and Jira, and cannot, for the life of me, get it to work. I've followed all the steps in the guided setup, and am seeing this when I click connect from my Jira instance with in SeriveNow: "A connection cannot be established. Please check the system logs for details." In the error logs I see:
"Cannot establish connection to Jira, StatusCode:"
"Error on Register Webhook to Jira Action: org.mozilla.javascript.NativeJavaObject@cab012bd"


We've registered the webhook in the Jira Instance and have valid credentials. 
All relative applications are up to date too. What am I missing here?


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6 REPLIES 6

jack33
Tera Expert

3 weeks ago

Hi @mpsteve137 

Did you get any solution, I am facing same issue

 

Thank you

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Pavan Srivastav
ServiceNow Employee

3 weeks ago

To resolve the Jira and ServiceNow integration error:

  1. Verify Connection Alias and Credentials:

    • Ensure a Jira connection alias is created for each Jira instance.
    • Create Basic Auth credentials for a user with access to all Jira projects.
    • Set up an HTTP(s) connection using the alias ​

  2. Create and Connect Jira Instance:

    • Navigate to All > Agile Jira Integration > Jira Instances.
    • Create a new Jira instance record using your connection alias and Jira API version.
    • Open the Jira instance record and click "Connect".
    • If the connection fails, check the error message in the State field for details ​

  3. Webhook Registration:

    • A successful connection registers a webhook in Jira for event updates.
    • If webhook registration fails, review the error details and ensure all required permissions and attributes (server_type, server_version for on-prem) are set ​.
    •  
  4. https://www.servicenow.com/docs/r/zurich/it-business-management/atlassian-jira-integrations-common/c...
  5. https://www.servicenow.com/docs/r/zurich/it-business-management/atlassian-jira-integrations-common/c...

 

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