Root Cause
This issue is caused by a bug introduced in Jira versions 10.0.0+, where ASCII-encoded characters in webhook URLs are forcibly decoded. This affects how ServiceNow’s webhook-based ingestion interacts with Jira and breaks the expected URL format.
▶ Jira Bug Reference
- Jira Ticket: JRASERVER-78312
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Issue Summary: Jira forcibly decodes encoded ASCII characters in webhook URLs.
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Status: Fixed in Jira 10.7.0 and 11.0.0.
Resolution
To resolve this issue, choose one of the following options depending on your Jira environment:
1: Upgrade Jira
Upgrade Jira to version 10.7.0 or higher, where the issue has been fixed by Atlassian. This version ensures:
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Webhook URLs are processed as-is (no forced decoding).
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Encoded characters remain intact, preserving URL structure.
2: Apply a Jira System Property
If you cannot upgrade Jira immediately, apply the following Jira system property (supported in 10.3.5 LTS and 10.6.0+, but not available in 10.4.x or 10.5.x
plugin.webhooks.skip.url.reencoding=true
