JIRA to service Now integration

rahulsahotay · ‎03-17-2017

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 · ‎05-01-2017

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

View solution in original post

rahulsahotay · ‎06-26-2017

Thank you Georgi for you help!!

georgimavrodiev · ‎06-26-2017

Hello Rahul,

You are most welcome!

In regards to the below comment, let me share some commercials of my own, or simply to mention some information about the solution I used to achieve the SNOW - to - JIRA integration, once I dropped the POC.

My company has the so called Do IT Wise Integration Hub - an integration platform whcih is build to make the connection between ITOM or ITSM products.
In order to cover my goal and achieve bi - directional integration between ServiceNow and JIRA Software, I asked my colleagues responsible for the Integration Hub to create an integration connector. We invested some time and efforts, but the final goal was completed. As of now, I am using our tool for the purposes of my integration goal.

I may add that the Do IT Wise Integration Hub and its JIRA integration connector provides a fully bi - directional integration between ServiceNow Platform and JIRA Software (no matter if JIRA is Server or Cloud - based). Via it, we can raise incident tickets in ServiceNow by raising issue cases in JIRA and vice versa.
Depending on the client requirements - we can easily modify the integration in order for issue cases (in JIRA) to be creating corresponding change requests instead of incidents in ServiceNow and the other way around. In other words: our connector can be easily modified to cover all requirements of the customers.

If you are interested in seeing the integration in action, just let me know at: georgi@doitwise.com, so we may schedule a WebEx meeting or at least hear each other over the phone.
For more information, you may also visit our Web Site: www.doitwise.com or review the below links from there:
Do IT Wise Integration Hub for ServiceNow — DoITWise
Do IT Wise Integration Hub for JIRA — DoITWise

Now, I would like to wish you a nice Monday evening, Rahul!

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise / www.doitwise.com /

Tamil5 · ‎07-24-2017

Hi Georgi Mavrodiev

I have corrected the custom field settings (created new one), but still its not fixed,

In my case, both SNOW & Jira or dev/trial instance.

Can you please advice.

Thanks

Prici

georgimavrodiev · ‎07-25-2017

Hello Prici,

Looking at the screenshot you provided, I may say that you are experience the original issue for which this thread was raised.
The fact that you see undefined lines in regards to your JIRA - means that the integration was not configured correctly. Something was missed.
You said that you created the custom field as required - "customfield", but yet the integration does not work.
Well, in this case, I would recommend you to review all of the other requirements for the configuration of the POV.
Somewhere in them, there should be the problem. Ensure that everything was set as needed. And then make a new test.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

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

Tamil5 · ‎07-25-2017

Hi Georgi Mavrodiev,

Thanks for your response, made few changes on the settings and yes it is working fine now.

It is creating relevant Jira issue & bi-directional comment update also happening without issues.

But it is working only for Task subcategory. If I want to make it work with other subcategories, what should I do ?

Any idea.

Thanks

Prici