JIRA to service Now integration

[rahulsahotay]

Hello:

I'm trying to integrate JIRA with Service now and i got the one which helped me a little bit (REST Based ServiceNow / Jira Integration (PoC) | John Andersen )

But while creating a ticket in SNOW it is not creating a corresponding issue in JIRA and I'm seeing below error

A corresponding JIRA Issue has been created:

ID: undefined

Issue Number: undefined

Issue URL: https://jira*****/browse/undefined

Please suggest how to get rid of this error ?

[georgimavrodiev]

Hello Rahul,



Did you manage to resolve your issue?
I see no further comments were added in this thread, since the opening post.

Well, if you are still having the problem, then I would like to help you by sharing the following solution:

- last week I applied the POC application of Mr. John Andersen to one of my DEV Istanbul ServiceNow instances. My goal was to achieve integration between SNOW and a trial version of JIRA through the POC. In my scenario the JIRA platform was a cloud — based, meaning that I did not use a MID Server, due to the fact that JIRA was not located behind any firewall.
I downloaded the POC application from the ServiceNow Share and then installed its update set on my Istanbul instance. After that, I started performing the Setup & Configuration installation instructions, mentioned here: http://www.john-james-andersen.com/blog/service-now/rest-based-servicenow-jira-integration-poc.html. When I completed the steps, I noticed that my integration does not work. I was seeing exactly the same error message as yours. In other words: my SNOW was not able to identify the JIRA instance.
It took me 2 days to figure it out, but finally I managed to resolve the issue and now I am having a fine — working integration between SNOW & JIRA via the POC app.

Here is what you need to strictly perform in order for the integration to run correctly and the error message to disappear:
-   You need to strictly follow the Setup & Configuration installation instructions mentioned in the above link.
Here, you need to consider the following peculiarities:
1. When you use the Application Navigator of SNOW and navigate to Integration - JIRA (POC) > Settings -> ensure that you added the correct JIRA url in the item called: "The base JIRA instance url".
For example, my cloud — based JIRA platform had the following url: https://jiraxxx.atlassian.net so I pasted exactly this url into the base item in the settings menu;
2. You need to create a custom field in your JIRA platform. Its type has to be: Text Field (single line), in order for it to be able to contain strings (the case's number of the SNOW incident is a string and it will be added / hold into this field). In addition, you need to ensure that the field will be available for all contexts. In other words: you need to mark the field as available for Global issues (all issues). Also, do specify the projects for which the field will be available. The project which you will add into the setups setting called: "Jira Project Key" definitely has to be presented here (the field has to be available for cases raised under this project). Then, you need to add an index or re — index this custom field of yours (just follow the instructions which JIRA will automatically ask you to perform while you are creating a custom field).
NOTE: This is the most important part: the name of your custom field should be "customfield"!
You should not pick another name! + Do not forget to add the exact id of this filed into the item called: "Custom Field ID fo Servicenow ID" of the POC settings!
3. If the JIRA platform of yours is a server — based, but not cloud — based one, then you definitely need to use a MID Server, installed on a server in the same network in which the JIRA one is located, and to specify the MID Server in the setup setting called: "MID Server (optional)";
4. The integration setting called "Pulling Instance Identifier" should contain the name of your ServiceNow instance. In my case, my DEV instance is called let's say: dev11112.service-now.com. So, I added dev11112 in this field. You should add the index of your ServiceNow platform.


In my case, I did not name the custom field, which I created as "customfiled". Also I did not specify it to be available for all kind of issues. After I corrected this — the integration issue was fixed.

I really hope that the above instructions will be of use to you, if you are still facing the problem.

Let me know if you have any questions, Rahul.


Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

You may visit us in our Web Site: www.doitwise.com

[georgimavrodiev · Accepted solution]

Good Morning Rahul,

I forgot to mention one really important thing!

My integration between ServiceNow and JIRA through the POC application works only when the incident which I am creating in ServiceNow has the following two elements:
- Category: "Jira Issue";
- Subcategory: "Task";

If the Subcategory is a different one, let's say "Bug" - then the same issue like yours will appear immediately after the submitting of the SNOW incident or in other words: the JIRA platform will be undefined.
But if you specify the Subcategory as "Task" - then the integration works: a corresponding case is being created in JIRA and the new button called "View Jira Record" appears in the case record in ServiceNow:

I am not sure why the integration works only with SNOW incidents opened as tasks. I suppose this has something to do with the fact that the cases in JIRA are tasks.
In his presentation video (the link contained in the above post), Mr. Andersen is creating a SNOW incident which has Subcategory of "Bug". Maybe the fact that I am using a trial Cloud - based JIRA platform is causing the problem. I am not sure.

Anyway, if you create a SNOW incident of Subcategory "Task" - the integration should work fine. You should be able to exchange comments between the two platforms (SNOW & JIRA), to change the state of the incident and moderate its Urgency and Priority.

NOTE: in my integration only comments from ServiceNow can be forwarded to JIRA. If you add an update as a Work note - then it will not get forwarded to the JIRA case record. Only comments.

Best Regards,

Georgi Mavrodiev

IT Consultant

Do IT Wise

You may visit us in our Web Site: www.doitwise.com

[rahulsahotay]

Thanks Georgi

I figured it out and now whatever I'm creating in Service Now is getting reflected in JIRA but the issues I'm creating in JIRA are not getting reflected in Service Now.

I'm using JIRA v7.X where the SOAP is not supported.

May i know if you figured it out and applied REST API anywhere to pull the records from JIRA.

[georgimavrodiev]

Hello Rahul,

To be honest, I decided to drop this way of integration between SNOW and JIRA Software.
The conclusions I made after achieving and playing with the POC are the following:

- Pluses:
1. The POC application is completely free, as it is located in the ServiceNow Share;
2. It provide an integration method between ServiceNow and JIRA Bug Reporting Software, which no other tool provide for free;
3. The POC works on all ServiceNow releases from Fuji to Istanbul (including it) / (so far I did not test it on Jakarta);

- Minuses:
1. The integration achieved via the POC is not fully bi - directional, meaning that it works only when an incident ticket is being raised at the ServiceNow side + its Catagory item is marked as "Jira Issue". Once such is created -> a corresponding record will be opened as a case in JIRA. POC, in its original form, cannot be used in order for incidents to be raised in ServiceNow via the submitting of a JIRA case;
2. The POC application works only with ServiceNow Incidents to JIRA cases. No Change Requests are included here;
NOTE: in my test environment, the only Subcategory which I was able to use in order for the integration to work was "Task". If I select "Bug" Subcategory -> then the integration was failing and no corresponding record was being created in JIRA;
3. The POC is quite old and Out Of Support;

I may add that Mr. John Andersen did a really great job here. He created a good integration way.
Yet, as of now, it does not work fully bi - bidirectionally.
I believe a person who is very good in coding will be able to change the code of the POC and modify it. Meaning that it will be able to create ServiceNow Incidents based on JIRA cases. However, I am on the opinion that the POC is heavily hard - coded and such modifications will be extremely difficult.
All of this led me to the decision to drop this way of integration between SNOW and JIRA.

I hope that you will be able to find away to achieve your second goal, Rahul, which does not include changing of the POC code. This is all I may wish you for the moment

By the way, if with my previous replies I answered the question based on which this topic of yours was raised - then I will appreciate if you select the answer you find correct and mark it as such so the thread can be marked appropriately.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

You may visit us in our Web Site: www.doitwise.com