Servicenow to Jira integration with using flow actions

Jayesh 315 · ‎01-29-2025

For the integration I have first created UI Action.
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function createJiraTicket() {

g_form.addInfoMessage("Creating Jira Ticket..."); // Notify the user about the action

var ga = new GlideAjax("JiraIntegrationScript"); // Script Include name

ga.addParam("sysparm_name", "createJiraTicket"); // Method name in Script Include

ga.addParam("sysparm_current_sysid", g_form.getUniqueValue()); // Pass current record sys_id

ga.getXMLAnswer(function(response) {

try {

// Use getAnswer to get the response

var answer = JSON.parse(response);

if (answer.status === 200) {

g_form.addInfoMessage(answer.message); // Display success message

} else {

g_form.addErrorMessage(answer.message); // Display error message

}

} catch (error) {

g_form.addErrorMessage("Unexpected error occurred: " + error.message);

gs.info("Error parsing response: ", error);

}

});

}

Then I have created the Script Include :
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var JiraIntegrationScript = Class.create();

JiraIntegrationScript.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {

createJiraTicket: function() {

var finalResult = {};

try {

// Step 1: Get the catalog item sys_id from the request

var catItemSysId = this.getParameter('sysparm_current_sysid');

if (JSUtil.nil(catItemSysId)) {

finalResult.status = 400;

finalResult.message = "Catalog Item sys_id is missing.";

return JSON.stringify(finalResult);

}

// Step 2: Validate catalog item existence

var catItemGR = new GlideRecord('sc_cat_item');

if (!catItemGR.get(catItemSysId)) {

finalResult.status = 404;

finalResult.message = "Catalog item not found for sys_id: " + catItemSysId;

return JSON.stringify(finalResult);

}

// Step 3: Fetch catalog item variables

var variables = {};

var optionGR = new GlideRecord('item_option_new'); // 'item_option_new' stores catalog item variables

optionGR.addQuery('cat_item', catItemSysId);

optionGR.query();

while (optionGR.next()) {

variables[optionGR.name.toString()] = optionGR.default_value.toString();

}

// Step 4: Prepare Jira ticket details

var summary = "Test Jira Issue: " + (variables.short_description || "No summary provided");

var description =

"Quantifiable Business Benefit: " + (variables.quantifiable_business_benefit || "N/A") + "\n" +

"What is the Problem: " + (variables.what_is_the_problem || "N/A") + "\n" +

"Primary Business Benefit: " + (variables.primary_business_benefit || "N/A") + "\n" +

"Requesting Function: " + (variables.requesting_function || "N/A");

var projectKey = "19310"; // Example project key

var issueType = "10001"; // Example issue type

var workType = "Change";

var planned = "Planned";

// Log summary and description

gs.info("Jira Ticket Summary: " + summary);

gs.info("Jira Ticket Description: " + description);

// Validate mandatory fields

if (JSUtil.nil(projectKey) || JSUtil.nil(issueType) || JSUtil.nil(summary)) {

finalResult.status = 400;

finalResult.message = "Missing mandatory fields: projectKey, issueType, or summary.";

return JSON.stringify(finalResult);

}

// Step 5: Execute Jira Subflow

var inputs = {

project_id: projectKey,

issue_type_id: issueType,

summary: summary,

description: description,

customfield_13411: workType,

customfield_12715: planned

};

var result = sn_fd.FlowAPI.getRunner()

.action('sn_jira_spoke.create_issue_v4') // Replace with your subflow action name

.inForeground()

.withInputs(inputs)

.run();

// Step 6: Check the result

var outputs = result.getOutputs();

if (outputs.issue && outputs.issue.key) {

finalResult.status = 200;

finalResult.message = "Jira issue created successfully: " + outputs.issue.key;

} else {

finalResult.status = 500;

finalResult.message = "Jira issue creation failed, no issue key returned.";

}

} catch (ex) {

gs.error("Error creating Jira ticket: " + ex.getMessage());

finalResult.status = 500;

finalResult.message = "Unexpected error occurred: " + ex.getMessage();

}

return JSON.stringify(finalResult);

}

});
I am using this flow action :

I am getting an error in the when I click on the button "Create jira ticket".

Community Alums · ‎01-29-2025

hi @Jayesh 315 ,

. Check the Client Script (UI Action) for Errors

Ensure that the UI Action is triggering the function correctly.
Add some debugging logs in the client-side createJiraTicket() function to verify the flow.

function createJiraTicket() {
    g_form.addInfoMessage("Creating Jira Ticket..."); // Notify the user about the action
    console.log("UI Action triggered successfully");
    var ga = new GlideAjax("JiraIntegrationScript"); // Script Include name
    ga.addParam("sysparm_name", "createJiraTicket"); // Method name in Script Include
    ga.addParam("sysparm_current_sysid", g_form.getUniqueValue()); // Pass current record sys_id
    ga.getXMLAnswer(function(response) {
        console.log("Response from Script Include: ", response); // Add debug log
        try {
            var answer = JSON.parse(response);
            if (answer.status === 200) {
                g_form.addInfoMessage(answer.message); // Display success message
            } else {
                g_form.addErrorMessage(answer.message); // Display error message
            }
        } catch (error) {
            g_form.addErrorMessage("Unexpected error occurred: " + error.message);
            console.error("Error parsing response: ", error);
        }
    });
}

2. Test the Script Include

Check the Script Include by calling the method directly with sample inputs in a script debugger or Background Script.
Example Background Script:
var script = new JiraIntegrationScript();
var response = script.createJiraTicket();
gs.info("Response: " + response);

. Verify Inputs for the Jira Subflow

Check the inputs to the sn_jira_spoke.create_issue_v4 action.
Ensure project_id, issue_type_id, summary, description, and other required inputs are valid and match the Jira configuration.
Add debugging logs before executing the flow to confirm the inputs.

javascript

CopyEdit

gs.info("Inputs to Jira Subflow: " + JSON.stringify(inputs));

4. Check the Flow Action Execution

If the subflow (sn_jira_spoke.create_issue_v4) fails, inspect the flow execution logs:
- Navigate to Flow Designer → Execution Details.
- Look for failed executions and error messages in the details.

5. Verify Catalog Item Variables

Ensure the item_option_new table has the variables you expect. Missing or incorrect variables could result in errors.
Add debugging logs to verify the fetched variables.

javascript

CopyEdit

gs.info("Fetched Variables: " + JSON.stringify(variables));

6. Check the Response from Jira Subflow

Validate the response from the Jira subflow using logs:

javascript

CopyEdit

var outputs = result.getOutputs(); gs.info("Outputs from Jira Subflow: " + JSON.stringify(outputs));