Jira Spoke - Create Issue action - Error occurred while fetching projects

[Roan Galang]

I'm setting up a bi-directional integration with Jira and just started testing the connection. The Spoke is already installed and the Connection and Credential have been setup (using Basic Auth with API Key).

When I tried using the 'Create Issue' Jira action from the flow, there are no Projects available and throwing an error 'Error occurred while fetching projects'. The Jira admin confirmed that there are Projects available in the Jira Sandbox instance and the service account has a product admin permission. 

In the Connection, I tried both server type 'cloud' or server. Still not working.

Is this a Spoke related issue or it has something to do with the credential? Does the service account needs a 'site admin' permission to allow connection to ServiceNow?

I'm not sure what I'm missing. Any assistance is greatly appreciated.

[Josh Gold]

Hi @Roan Galang, in my experience the answer is typically yes - service accounts need the same level of access as a normal user who would be able to create, edit or delete records (e.g., CRUD access). That typically means site admin permissions, though obviously there's a lot of flexibility with ServiceNow.

Are you committed to using Integration Hub or is your team open to other solutions? There are pre-built 2-way integrations out there that are less expensive, just as secure, and much easier to test and use than a custom spoke. 

I put together this document on Unito's integration for Jira + ServiceNow if you're curious. It's entirely no-code, yet fully configurable so it can accommodate any Jira native or custom field, as well as most ServiceNow field types (including attachments and work notes). 

I can set you up with a free trial or a live demo with an integration expert if you'd like to know more. 

Good luck!