Issues with Bidirectional Integration Using JIRA Spoke

[Gulfam Shafee3]

Hi Experts,

I am currently working on configuring bidirectional integration using the JIRA spoke and have encountered the following issues:

1. I am unable to use the "Update Issue" action in JIRA Spoke, as the additional fields are grayed out.
2. Whenever I update a comment in ServiceNow, it creates a duplicate entry in the worknotes.

Has anyone faced similar issues or have any suggestions on how to resolve these?

Thank you

[Runjay Patel]

Hi @Gulfam Shafee3 ,

Share the error log which you are getting.

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[Gulfam Shafee3]

Hi Runjay, 
I have fixed the first issue. but still facing the second issue whenever i update the comment in servicenow. it created duplicate comment 

[Mathieu Lepoutr]

Hello @Gulfam Shafee3 

For seamless bidirectional integration without these issues, you might consider using Exalate. It provides robust synchronization capabilities between Jira and ServiceNow with customizable workflows, reducing the risk of duplication or field limitations.

[Mathieu Lepoutr]

Dear @Gulfam Shafee3 

The issues you’re encountering are common challenges with prebuilt connectors. For more flexibility and control over bidirectional integration between Jira and ServiceNow, you might want to consider using Exalate. It allows customizable synchronization, avoiding limitations like grayed-out fields and duplicate entries.

If you’d like to troubleshoot further with the Jira Spoke, reviewing field permissions in Jira and configuring comment behavior in ServiceNow could help.