Service-Now Jira Rest Integration

garyopela · ‎03-27-2014

Much thanks to John Andersen, as always, for his stellar work on the Service-Now platform with regards to integrations.

ServiceNow integration to JIRA through REST API's-John James Andersen

I was wondering if anyone had any tips on this. I set this up and for some reason my service-now instance isn't able to communicate with the Jira instance. I can see in my logs whenever SN tries to send the data to jira to open a bug, I get the following returned: "Jira issue created: undefined"

Do I need to set up anything on the Jira side?

I have verified the "Jira base instance URL", the "Jira Project Key", as well as the "Custom ID for Service Now". Also I am having to use a mid-server, and I have verified it is up and running.

Any help would be greatly appreciated, as I have a lot more work to do on expanding this integration beyond just incident, but first I just have to get incident working.

Thanks!

pavel_muller · ‎03-28-2014

I've done a large JIRA integration based on the Andersen's code too. But I improved quite a lot there including the webhooks (used for updates from JIRA to SNC).

To debug your problems, the best way is to watch the ECC queue responses. There you can see the full JIRA response including the error messages and JSON. The Andersen's code is not very robust in terms of error handling. You will have to improve it before going into production.

View solution in original post

RKumar3 · ‎07-28-2014

I am facing an issue when I try to use the solution provided by John. When I try to access using browser using with "URL : //my_jira_instance/rest/api/2/search?jql=created>-3m" I get the result but when I make a call from ServiceNow using GlideHTTPRequest I get the error mentioned above.

garyopela · ‎07-28-2014

Hey I would first suggest going to your ECC Queue. I recently resumed work on this project after a couple of months haitus. I was on a new instance (we had cloned several times) so I had to start over from scratch. I had forgotten that the ECC queue will tell me all that is going on. Thankfully I reread this thread where someone said to check the ECC queue. I did, and was able to resolve all of my issues.

The ECC Records for which you are looking would have a Topic of "RESTProbe", the Queue will be "input" and the state will be "error". The state actually stays as "error" even after it succeeds because there isn't a sensor attached to it.

You will want to expand the XML to look at it, and it should answer your questions. Below are some of the erorrs I was getting, which were all easy to resolve:

<output>{"errorMessages":[],"errors":{"reporter":"expected 'name' property to be a string"}}</output>

RKumar3 · ‎07-30-2014

I am not using any Mid-Server for this integration as John mentioned that this is not mandatory. Is there any other mechanism to get the root cause of this error? I don't see anything else other than "Unknown Host" error in the log. Also I would like to mention that Jira is hosted on our network while ServiceNow is hosted in cloud. Can this be the issue as there can be security constraints from our network firewall? if Yes, any idea how to resolve these issues? Many thanks in advance. Rajnish

garyopela · ‎07-30-2014

Hey, is your Jira instance inside your network or outside? If it is inside your network with no external facing window to the internet, then service-now cannot talk to it, as service-now is not inside of your network. That is when you need a mid-server, and also why I am having to use a midserver. So, is your Jira instance inside or outside of your network?

RKumar3 · ‎07-30-2014

Thanks Gary. It is inside of my network. I need to setup a mid server as you mentioned. Can you please help me with setting up the same as I am quite new to Mid Server setup? Thanks, Rajnish