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

georgimavrodiev · ‎07-25-2017

Hello Prici,

I am glad to hear that you've managed to successfully resolve the issue!

In regards to your latest input, I may say that couple of updates, to say so, above - I shared the minuses and pluses of the application, in my opinion.
I may confirm that the default POV works with 'Task' as Subcategory. In order for this to be changed - the code of the application has to be changed on couple of places.
Yet, I cannot provide you with a hand here, as to me the whole POV is heavily - hard coded and it will require quite an effort for the appropriate modifications to be done from your side.
If you are willing to invest time and efforts so you can modify the app to server / cover your goals - then I would advise you to start checking all of its elements (BRs, scripts and etc.) one by one. This way, you will create a really good picture of the app's architecture in your head and then will be able to start making the required changes.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

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

Tamil5 · ‎07-25-2017

Hi Georgi Mavrodiev

Great, I understand..It seems the same is applicable for "Jira Project Key" as well.

Which is, currently we can give only one project's key.

If I want to apply integration for more than one group, I will have to check & make changes in the code. Am I right Georgi ?

Thanks

Prici

georgimavrodiev · ‎07-25-2017

Prici, to be honest, I would not comment this area of the integration.

Cheers, Georgi

Tamil5 · ‎07-25-2017

Its okay Georgi MavrodievCool..Anyway thanks for your time

Tamil5 · ‎07-25-2017

Hi Georgi Mavrodiev,

One issue i'm facing now.

That is, when I resolve the incident in Jira, respective incident state in SNOW is not getting updated & still shows "In Progress"..

Any idea.

Thanks

Prici