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