Jira Spoke integration Challenges

[shrikant Kahar1]

Hello All,

I have configured the bidirectional Jira-Servicnow Integration using Jira spoke which is working but I'm facing some challenges while configuring and they are..

1. When I'm commenting from Jira side at the ServicneNow side it's showing comment created by "System". I want this system should replace by integration user.

2. A Jira status and Incident state both are having different values then how I can manage that by using flow designer script for bidirectional communication?

Note: I Don't want to use custom field or any script like Client script or Business Rule.

Thanks in Advance

Shrikant

[Ankur Bawiskar]

@shrikant Kahar1 

if your flow action or subflow is configured to Run as System then it will show System only.

Logically it makes sense to show Updated by System means it's not from any person in the UI and something happened via integration

For managing Jira Status and Incident State mapping you can do this

-> create system property to map which incident State maps with which JIRA status

-> then use this in flow action script and accordingly pass the JIRA status

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Bhuvan]

@shrikant Kahar1 

1. Flow can be created to run as system user or user who initiated the session. It is recommended to use system user to avoid unforeseen integration issues. If it a MUST have requirement, check the flow action that process JIRA updates to incident work notes and add a mapping for sys_created_by to integration user by toggling to scripting mode

2. Check if there is any state map maintained for the integration that can be easily adjusted. If not available and if number of state choices are limited, create a flow variable, flow logic IF condition and set the flow variable value before doing the incident state mapping. This can be handled easily by creating a subflow and calling it inside flow

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan