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  I am currently using Jira, but I’m unable to find the correct setting to control or remove permissions when comments are added from the service account (API user). Could you please guide me on where this can be configured on the Jira side?

[Ankur Bawiskar]

@Sandesh Powar 

this you should not worry on.

It should be done by the JIRA team as they know JIRA tool better than you do unless you are aware how to navigate JIRA and where to configure

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

[YashwanthV18760]

Hello @Sandesh Powar ,

This usually happens because the integration is creating a loop between ServiceNow and Atlassian.

When a comment is added in ServiceNow, it successfully creates a comment in Jira. But that Jira comment then fires the webhook (comments), which triggers your subflow again. The subflow treats it as a new comment and sends it back, causing repeated executions and duplicate entries.

How to fix it:

1. Review the subflow triggered by the Jira webhook.

2. Add a condition or lookup step before creating a comment:

   • Check if the comment already exists in ServiceNow.

3. If condition is true → stop the flow and do not create another comment.

4. Optionally remove or modify the action that posts the comment back to Jira if it originated from Jira.

[Sandesh Powar]

I am sending the short description as a comment to Jira, and it is coming back to ServiceNow as a work note. This means the first flow adds the comment to Jira, and then the second (inbound) flow detects that comment and adds it back to ServiceNow as a work note, creating a loop.

As shown in the flow screenshots above, both flows are triggering each other.