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

Makosko · ‎10-23-2014

Were you able to post/create attachments using the REST API ?

Cheers

maros

pavel_muller · ‎10-23-2014

Yes, there is an API to POST attachments into JIRA. We were leveraging a MID server capability to send those attachments.

Makosko · ‎10-23-2014

got any code samples of how you encode the POST content before sending it off to JIRA ?

I find it fairly tricky to get it working correctly with complex attachments ( JPEG, PNG, Word etc.. ) Simple text docs get copied over fine...

Cheers

P.S.: I am mainly interested in REST API calls...

pavel_muller · ‎10-23-2014

We are using the RESP API calls too. However our customers usually do not expose their JIRA instances directly to the Internet so we call the REST API through a MID server.

The attachment data should be encoded using Base64. It is not straightforward to send the attachments. We had to write a couple of Java classes as a MID server plugin to perform an HTTP POST multi-part request. Standard ServiceNow RESTMessage does not support multi-part requests.

I know it was a lot of work. We spent like 100 man-days to implement the whole JIRA integration. If anybody is interested we offer the JIRA integration as a product / package. Just send me an PM.

Pavel

Makosko · ‎10-23-2014

I was unable to come up with a solution which would reliably create attachments in our Jira instance. So our Jira/Java developer created a custom processor/endpoint for base64-encoded attachments sent over from ServiceNow.

100 days spent on this ? wow, that is a long time.... How many user resources on that ?

As for our implementation, it was just me and the fore-mentioned Jira developer. We put together a fully working solution ( against multiple JIRA instances ) in about 4 weeks but I am sure yours must have been a bit more involved...

Cheers