Atlassian Jira Integration for Agile Development - Auto Import and Field issues

[OBJO]

Hi I am setting up a bi-directional sync between Jira and ServiceNow. I have setup a connection alias, established a webhook, discovered projects and imported issues for a couple of the projects. I am testing out the auto import functionality, by enabling the scheduled job "Import Jira Issue" to run every 10 minutes to receive any updates made on Jira issues into ServiceNow. When this runs, the updates made on Jira stories do not get pulled, and no projects are updated. However when I run the manual "Import Issues" in the Jira project form in ServiceNow and set a date range that starts before the date of creation of the Jira story I made changes to, the import Jira issues action works as intended and pulls in the changes made on the story. I am not sure why the auto job is not working, or rather why the imports only work when the request is set to before the creation of the story I want to import.

Another issue I seem to be having is syncing comments in the Work Notes area of ServiceNow. I am able to push comments from SN to Jira (the Jira story receives the comments under the account which was used to establish the connection alias - I would like to change that part as well to whoever actually commented via email matching), but when I attempt to pull in updates made on Jira into ServiceNow, I do not seem to be getting comments made in the stories in ServiceNow. The field mapping should be set up right, I assume, because SN is able to push to Jira, so not sure if I need to tweak any mappings or add something new.

Appreciate any input/ideas/solutions you guys have for this!

[Mathieu Lepoutr]

Dear @OBJO 

You might want to check out Exalate for this. It handles bidirectional sync between Jira and ServiceNow well, including comments and field-level mappings, and could help avoid some of the issues you’re seeing with the scheduled job and comment syncing.

[Itellyon]

I set up the flow successfully by syncing the project's Epic Name and using a custom jira ticket template that matches our SPM structure. The key was making sure the fields in the template lined up with what ServiceNow expects during the import. Also had to tweak some field mappings to avoid duplicates when the auto-import ran multiple times.