Having trouble with infinite loop of comments when sending comments ServiceNow to Jira, vice versa

[Sandesh Powar]

Hello everyone,

Hoping someone has experienced an issue I am going through now. I am trying to pass comments between JIra and ServiceNow in both directions.

When I update the ServiceNow incident (additional comments) the comments go to the Jira issue comments fine, but then the comments start coming in bunches after about 30 or so seconds. Also, when I do the same from the Jira side, the comments show up in the activity stream numerous times.

I have notified that the sub flow is triggering multiple times.

Quick notes: Using a service account/ Oauth to connect to the Jira instance. Using JIra spoke Using web hooks Using flows/subflow to orchestrate the exchanges. Webhook in JIRA is set to: comments:created

[Sandesh Powar]

@Ankur Bawiskar

Yes, I understand your point, and I had mentioned the same earlier.

I am configuring the integration on both sides  Jira and ServiceNow. From the ServiceNow side, the logic is already handled. However, I need clarity on the correct configuration on the Jira side.

Specifically, I want Jira to differentiate whether the comment is added by the API/service account or by an actual user, so that it does not send the same API-generated comment back to ServiceNow and cause a loop.

[Ankur Bawiskar]

@Sandesh Powar 

JIRA must be storing API user (given by ServiceNow team).

Can't you try to check that in JIRA with that?

OR

Try posting this question in JIRA forum

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @Sandesh Powar 

It seems to be a known issue.  Please refer this Servicenow Support KB article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1775583

Also you can refer:

https://www.servicenow.com/community/workflow-automation-forum/a-single-comment-update-in-jira-makes...

[Sandesh Powar]

Thank you for the KB article.

I’m already fetching the latest comment, but duplicate comments are still being pushed between Jira and ServiceNow. The article explains retrieval, but not how to prevent cyclic updates.

[Ankur Bawiskar]

@Sandesh Powar 

seems JIRA is unable to identify if comments are coming from ServiceNow or from actual person in JIRA?

so going in loop

ask JIRA team to exclude sending comments to ServiceNow when it comes from service account (API user)

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏