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

Nosnibor35 · ‎10-16-2014

Thanks for replying Pavel,

So a case of creating a Scripted Web Service then giving JIRA the WSDL URL to call passing in the object and the credentials?

Thanks

Martin

pavel_muller · ‎10-16-2014

Martin,

no web services. It's the other way round. YOU have to implement a REST endpoint in ServcieNow the way JIRA webhook expects. Please learn more how webhooks work. The are more listeners (observer design patterns), inversion of control.

P.

Nosnibor35 · ‎10-19-2014

Hello Pavel,

Sorry for harping on about this one but I just need to get my head around it. So if I give out a REST endpoint, do you have it pointing to a staging table to do the transformation or do you give them the access directly to the Incident table (for example)? I was thinking about a staging table when they POST to and then do the work there. It seems they can only pass over the JIRA number in the url and not the ServiceNow sys id that is expected on a PUT (for example), so that's why I'm asking.

Thank you

pavel_muller · ‎10-23-2014

Martin,

we were handling the REST endpoint using a script only. No staging table, no direct access to a live table. The reason is JIRA sends a huge JSON document which you have to go through. See sample JSON here:

JIRA Webhooks Overview - JIRA Development - Atlassian Developer Documentation

So then you get the data you need from the JSON message and using some GlideRecord scripting you update your incidents or whatever you sync with JIRA.

Pavel

sach1 · ‎02-04-2016

pavelmuller garyopela Guys sorry to drag you in this old post. Just need one clarification.

We have built our own solution for this integration taking reference of John Andersons blog.

ServiceNow to Jira communication is working perfectly for us.

We have created processors so that Jira could communicate to ServiceNow but I john blog I observed that this processors are defined as PUBLIC processors.

Wanted to know whether we can set up communication from Jira to ServiceNow using some Authentication method or make this more secure using certificate pinning ?

Looking forward to your reply.