ServiceNow Jira Spoke

[sanjeevkumar]

We are using Jira spoke to Integrate with Jira. We are not getting any way to update reference field at Jira side for example Assignee, Reporter. Please help us to handle this issue.

[Abbas_5]

Hello @sanjeevkumar,

Please refer to the below steps:

When using the Jira spoke in ServiceNow to integrate with Jira, if you're unable to update reference fields like Assignee and Reporter on the Jira side, it likely means you need to double-check your configuration within the spoke, ensuring you're mapping the correct fields from ServiceNow to the corresponding Jira user fields and that you have the necessary permissions to modify these fields in Jira. 

Key points to investigate:

• Field Mapping:

  • Check the "Assign Issue" action: Within your ServiceNow workflow, verify that the "Assign Issue" action in the Jira spoke is correctly mapping the relevant ServiceNow user field to the Jira "Assignee" field. 
  • Review the "Reporter" mapping: Similarly, ensure the "Reporter" field in ServiceNow is correctly mapped to the Jira "Reporter" field. 
• User Permissions:

  • Jira User Access: Confirm that the ServiceNow user account used for the integration has the necessary permissions to update the "Assignee" and "Reporter" fields on Jira issues. 
• Data Format:

  • User ID format: Make sure you're providing the correct user ID format for Jira when specifying the assignee or reporter. 

Troubleshooting steps:

1. Review the Jira spoke documentation:

   Check the official ServiceNow documentation on how to configure the Jira spoke to update reference fields. 
2. Test with a single record:

   Try updating a single Jira issue manually through the spoke to isolate any potential issues. 
3. Check for errors:

   Please be sure to look for any error messages within the ServiceNow integration logs related to the Jira spoke. 
4. Contact ServiceNow or Jira support:

   If the issue persists, reach out to ServiceNow or Atlassian support for further assistance. 

   If it is helpful, please mark it as helpful and accept the correct solution. In the future, it might be helpful for someone to refer to this solution.

   Thanks & Regards,

   Abbas Shaik

[Mathieu Lepoutr]

Dear @sanjeevkumar 

The Jira Spoke often has limitations with updating certain reference fields like Assignee and Reporter. You might need to use a script in your flow to map and update these fields directly via Jira’s API.

Alternatively, if these limitations persist, you could explore using a tool like Exalate. It provides more flexibility for syncing and updating fields, including reference fields, between systems.