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

Tamil5 · ‎07-25-2017

Got it, since it is created as Task there is no option to Resolve, we can only mark it done.

Lucien1 · ‎06-26-2017

Hi Rahul,

We finished our integration between SNow and JIRA but in the end we used an app called Tasktop for the integration and as we raise a jira ticket from a problem record and not incident.

ServiceNow Integration | Tasktop Sync

It is working for us and ticks the boxes for us for what we wanted to achieve but we did want to build the link with API, it just didn't work well as the jira process was different based on who was using it so there was no standard.

Hope that helps,

Lucien

andrewpritchard · ‎06-26-2017

Hello Rahul:

If you are still interested in this topic, you may also want to check out how Perspectium provides eBonding between ServiceNow and Jira. We allow the transfer of comments, work notes, and attachments between the two systems -- here's a demo video that shows how easy it is to configure the integration, and still allow the SNow administrator to control what data gets passed, and when: Perspectium Replicator: ServiceNow/ Jira e-Bonding - YouTube

Hope this helps.

Andrew

David Stutter · ‎06-27-2017

In my case I just needed a synchronization from Jira to SNOW.

Created a WebHook in Jira with URL to a ServiceNow Processor.

The Hook sends a post message and as content the full information of the issue [Insert, Update, Delete], this JSON information will be handled in the processor.

Easy peasy.

rahulsahotay · ‎06-30-2017

Thanks David

Its working now for me but I'm seeing contents in SNOW logs, Would share some more information how to set a processor for same and get the info parsed.