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.

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HR9 · ‎03-20-2020

Hi Pavel,

How did you handle authentication when you used the webhooks on JIRA end?

Thank You

Best Regards,

NJ

Dhez Vu · ‎07-14-2020

Hi Pavel,

I'm looking for the Jira and snow bidirectional integration using webhooks and saw your comment that you worked on that. Can you help me with that how to achieve this integration using webhooks as I'm new to this platform. If you can help me with step-by-step that would really help me to get with this.

Thanks in advance.

garyopela · ‎03-28-2014

Well thanks I'm getting closer, but still not there. So I had my Jira admins create two fields, one called "12345" and one called "customfield_12345" just to be safe. The properties on the service-now side allow for you to specify a field name, I put in 12345. I then look at the payload that SN is trying to send to Jira, and it is trying to set the field named "customfield_12345", which is what was causing my confusion, and why I had my jira people create both fields. Anyways, it is still failing, with the following error:

{"errorMessages":[],"errors":{"customfield_12345":"Field 'customfield_12345' cannot be set. It is not on the appropriate screen, or unknown."}}

If I log into the jira instance with the same credentials that my integration is using, I can see the fields, I can create a new bug type issue, and I can set both of those fields, so i'm not sure what's the deal now.

garyopela · ‎03-28-2014

Well, I am checking, I just noticed that the two fields my jira people put in are number only, which won't work because the SN sysid is alphanumeric. I am still not sure why, if this is the issue, that it would tell me that the field wasn't on the form. But, i'll try again after they so graciously update jira side.

pavel_muller · ‎03-28-2014

You are missing one important thing. The format of the custom field property is customfield_<field-id>. The field ID has nothing to do with the name of the field. It is a JIRA system field ID (something like a DB primary key). Ask your JIRA guys what is the ID of your field or you can check it yourself by digging into the HTML of the field (e.g. using Firebug).

BTW what are you going to do with that custom field? Are you storing an incident number there?

1) This is not necessary if you do not need it on the JIRA side (unless you are using the direction from JIRA to SNC as well)

2) The custom field should be a text