Issue integrating DevOps Change Velocity with Jira using OAuth 2.0

[guptaprakha]

Hi everyone,

I am currently integrating DevOps Change Velocity with Jira using OAuth 2.0, and I am facing a couple of issues during the setup.

The first error I get while trying to connect the tool is:

Tool cannot be created because the credential creation resulted in error: Tool cannot be created because credential and domain combination for an active record already exists.

From what I understand, it seems like there may already be an active credential/domain combination in the system, but I am not sure where exactly I should check or how to safely resolve it without affecting the integration.

I am also seeing another issue with the webhook connection, which is showing as Unverified. However, despite that:

• I can see all the plans

• I can see work items created after I attempted to connect the tool

• But work items created before the connection attempt are not visible

So currently:

• All plans are visible

• Only newer work items are visible

• Older work items are missing

• Webhook status remains Unverified

I would like to understand:

1. What causes the “credential and domain combination already exists” error, and how can I resolve it? I have already tested this on a new PDI, with a new Jira Developer Console app, and on a new Jira site.

2. Why would the webhook remain unverified even though some data is still coming in?

3. Is there any reason why older work items are not being pulled in, while newer ones are showing up?

4. Does this integration only sync records created after the connection is established, or is there a way to fetch historical work items as well?

This is the document i referred to : https://www.servicenow.com/docs/r/yokohama/it-service-management/devops-change-velocity/create-jira-...

Any guidance on where to check in ServiceNow or Jira would be really helpful.

Thanks in advance.

[Tanushree Maiti]

Hi @guptaprakha 

1. What causes the “credential and domain combination already exists” error, and how can I resolve it? I have already tested this on a new PDI, with a new Jira Developer Console app, and on a new Jira site. (Answer:  Refer: https://www.servicenow.com/docs/r/zurich/it-service-management/devops-change-velocity/devops-referen...

   Tool cannot be created because credential and domain combination for an active record already exists.

   This error occurs for OAuth authentication. Use a different credential. Check if the existing credential is used by any active connection.

2. Why would the webhook remain unverified even though some data is still coming in? (answer: refer: https://www.servicenow.com/community/developer-forum/unable-to-register-webhook-while-performing-ser....)

3. Is there any reason why older work items are not being pulled in, while newer ones are showing up? (answer: check with Request payload if any specific filtering criteria on date you are sending)

4. Does this integration only sync records created after the connection is established, or is there a way to fetch historical work items as well? (answer: only when connection is established. )