question Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token in SAM forum

Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

Masum172 — Wed, 25 Feb 2026 11:17:55 GMT

Hi All,

I hope you are all keeping well.

I am trying to build the Jira Software Integration with Software Asset Management (SAM) to download subscriptions, pull user activity, and reclaim subscription information in Software Asset Workspace. I have been following the ServiceNow documentation carefully.

Documentation: https://www.servicenow.com/docs/r/washingtondc/it-asset-management/saas-license-management/integrate-with-jira.html

Environment:

ServiceNow instance: Wellcome (Yokohama DC release)
Jira Spoke version: 4.1.0+
Authentication method: OAuth 2.0
Jira site: wtprojects.atlassian.net

What I've done so far:

Created an OAuth 2.0 app in the Atlassian Developer Console (ServiceNow-JiraSaaS)
Configured all 9 required granular scopes (read:application-role:jira, read:group:jira, read:user:jira, read:avatar:jira, read:audit-log:jira, read:issue-details:jira, read:field-configuration:jira, read:issue-meta:jira, write:group:jira)
Set the callback URL to match our ServiceNow redirect: https://wellcome.service-now.com/oauth_redirect.do
Created the integration profile (Jira SaaS) with Connection & Credential alias: sn_jira_spoke.jira_subscription_activity_reclaim
Created the HTTP(s) Connection with URL: https://api.atlassian.com/ex/jira/<Cloud-Id>
Confirmed the Cloud ID is correct via _edge/tenant_info
OAuth Entity Profile is linked to the credential record
Successfully obtained an OAuth refresh token (valid until 05/06/2026)
My Atlassian account has site admin permissions

The problem: When I click Validate Connection on the integration profile, I receive: "Connection validation is not successful. Please check connections and credentials and try again."

What I found in the logs:

Outbound HTTP Log shows a GET request to: https://api.atlassian.com/ex/jira/<Cloud-Id>/rest/api/2/group/member
Response status: 404
Response body: "Client must be authenticated to access this resource."

So it appears the OAuth token is not being attached to the outbound API requests, even though the token exists and is valid. The 404 with an authentication error suggests the Bearer token is missing from the request header.

What I've already tried:

Re-authorizing the OAuth token via Get OAuth Token
Verifying the OAuth Entity Profile is linked to the credential record
Confirming only one active connection exists on the alias
Setting com.glide.transform.json.max-partial-length to 32768
Enabling glide.outbound_http.log for debugging

Has anyone encountered this issue before? Any suggestions on how to ensure the OAuth token is included in the outbound requests would be greatly appreciated.

Thanks in advance.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

Tanushree Maiti — Wed, 25 Feb 2026 12:56:41 GMT

Hi @Masum172

In Your rest message , Get http method,

can you set the following content type and confirm what result you are getting.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

Masum172 — Wed, 25 Feb 2026 18:58:14 GMT

Hi Tanushree,

Thank you for taking time to reply on this thread.

Can you advise on the steps to set the headers in Service Now please?

I have attached screenshots of our current configuration in case this will help with the troubleshooting.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

MikeW0609686430 — Thu, 26 Feb 2026 10:02:00 GMT

Have you set up a service account to log in to Atlassian?

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

Tanushree Maiti — Thu, 26 Feb 2026 10:31:15 GMT

Hi @Masum172

Check this Video and check if anything you have missed

https://www.youtube.com/watch?v=r-NJZShEZgI

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

siripurapud — Fri, 08 May 2026 10:27:50 GMT

Hi Masum172,
I too encountered with the same error. OAuth is working fine but the Connection validation is failing.
Did you found a solution for this ?

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

MikeW0609686430 — Sun, 10 May 2026 08:40:08 GMT

Did you assign the Jira groups in ServiceNow after the OAuth token was generated?

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

siripurapud — Mon, 11 May 2026 12:07:54 GMT

When I try to fetch the group name in Jira groups, this error is coming up.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

MikeW0609686430 — Mon, 11 May 2026 21:09:23 GMT

Did you create the integration in the Jira Cloud Spoke scope and publish in the Global scope?

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

siripurapud — Tue, 12 May 2026 06:44:16 GMT

Yes, I have done that.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

Tanushree Maiti — Tue, 12 May 2026 07:03:08 GMT

Hi @Masum172

Can you add offline_access scope in your Oauth profile and update the token.

Also as per documentation:

Select Edit Scopes to add the following scopes:

read:application-role:jira
read:group:jira
read:user:jira
read:avatar:jira
read:audit-log:jira
read:issue-details:jira
read:field-configuration:jira
read:issue-meta:jira
write:group:jira

also ensure, Jira Role having this permission: Refer the Minimal user permissions table.

Re: Jira SAM Integration - Connection Validation Failing Despite Successful OAuth Token

MikeW0609686430 — Tue, 12 May 2026 23:45:38 GMT

My recommendation is to re-create the profile.