SNOW-JIRA integration: Issue status mapping

[savitha5]

Hi All,

Please suggest on how can the below requirement be achieved.

We are doing bi-dierctional integration with SNOW-JIRA using REST API.

Right now when an incident is created similar ticket is created in JIRA too.

Comments are also getting updated both ways.

Now my requirement is to map Status in SNOW ticket according to the status change in JIRA. For example, If ticket is in status "pending" in JIRA it can be only in "Awaiting User Info" status in SNOW.

Can anyone help me on this? It is an URGENT requirement.

[sergiu_panaite · Accepted solution]

Hi Savitha,

If an update is done on JIRA side, will that trigger an update on ServiceNow side as well?

If yes, then you can probably create a business rule on before and just set the status field on ServiceNow based on a condition related to status field values coming from JIRA.

Regards,

Sergiu

[savitha5]

Hi Sergiu,

Thanks for your reply.

Please tell me if I should create a separate REST message for status field. Also, kindly let me know how should I refer the field Status and what should be mentioned in Endpoint.

For example, Comments field has been referred in Rest Message as below:

{

      "body": "${comments}"

}

[savitha5]

I am facing another issue. There are two different Custom status in JIRA instance for which I am not getting any notifications into SNOW when they are updated in JIRA. When enquired I heard that JIRA sends a different JSON for those two status. Possibly that should be the reason for not receiving any log into SNOW. Below is the screen shot of the error message I get in JIRA.

Can anyone suggest me what should be done . How should I refer this different JSON in SNOW.

Regards,

Savitha

[Ramesh18]

i am new for serviceNow can you help me to integrate jira in servicenow using Business rule & Scripting .

i need step by step processing.

Thanks