How to add a watcher to the watch list in a ServiceNow Jira integration

[Johannes Mweli]

Hi ServiceNow Community Developers,

I am building a ServiceNow Jira integration using the integration hub in ServiceNow. For the most part the integration is working as expected, all the fields that I am pushing from ServiceNow to Jira are successfully getting pushed and an issue in Jira is getting created successfully.

I am however running into an issue with adding a watcher on the list of fields to be pushed to Jira during issue creation. First of all, I can’t add a watcher during issue creation, flow designer does not give the watcher field as an option in additional fields. It looks like the watcher can only be added after the issue has been created using the Add Watcher action. That is what I am doing however the issue I am running into when I do that is that adding a watcher requires the username and the account id (please see attached screenshot). I can get the username from the user table in ServiceNow however the account id does not exist anywhere in ServiceNow and that is the main problem that I am running into here.

Have you guys experienced this in your ServiceNow Jira integrations and if you did would you please advise as to how were you able to solve this problem.

Thanks,

Johannes

[Johannes Mweli · Accepted solution]

I found the solution to this. After creating an issue you need to update it using the "Add Watcher" Jira spoke action. The user you are adding to the watch list in Jira should exist in Jira so the first thing you need to do is to copy all the Jira users to ServiceNow so you have their account ids handy in ServiceNow because Jira needs the account id for a user that you are pushing to Jira.