Unable to create jira tool in servicenow devops change (OAuth), token obtained

[guptaprakha]

Hi community,

Im facing a persistent issue while integrating Jira with servicenow devops change velocity via OAuth, despite following the following the official docs and successfully obtaining OAuth token, the Jira tool creation step in devops workspace fails with an error “ cannot be created because credential and domain combination for an active record already exists” . I have deleted and recreated all the related configs, even made new Jira app in atlassian developer console multiple times, but the error presists

[Maham Tahir]

Hi @guptaprakha, 

Maybe you deleted the configuration from frontend side and on backend it still exists. If it is already exist so try to do the next step and check it is working fine or not. Otherwise you have to check on backend side and delete the configuration from there as well.

If you find my response helpful, mark it as helpful and accepted solution.

Regards, 

Maham Tahir.

[tonychaffe]

Hi @guptaprakha

I've run into this same issue. If you have a look in All -> Integration hub -> Connections & Credentials -> Connection - You'll likely see some connections there prefixed with

Devops-_-*longnumberstring*WhatYouNamedTheToolConnection.

Assuming you've been using the workspace experience, it'll create a connection here, each time it fails. So, if you delete any connections and try again, this might help, just make sure to identify the correct connection records to delete.

[PrakharG]

Hey, I deleted those and now i am getting "Tool can't be connected because webhooks are already configured for the selected OAuth app. Delete the existing webhooks or select a different OAuth app, and try again." this error

[tonychaffe]

Yes! I and probably any other DCV Admin integrating with Jira have experienced the same. The only way I've been able to resolve that is to flatten the Jira 3LO app, recreate, reinstall and replace the client ID and Client secret on the ServiceNow OAuth app reg.

Any pointers on another way to resolve would be greatly appreciated. If the connection was lost due to lower instance cloning, have a look at the cloning guide in the SeviceNow DevOps Change velocity documentation.

Also bear in mind, this is a gotcha. The OAuth connection authorisation is 'User-Specific', meaning, the user who gets the oauth token in ServiceNow and authorizes the connection, that user is then tied to the connection. So, if you want to obtain work items for example, the user who authorized the connection will need access to the Jira Project!