Bi directional updates between ServiceNow and Jira getting into a loop

[jonathangilbert]

Morning All,

I have set up the Jira spoke so that we can create Jira tickets from a ServiceNow record. I am using a copy of the incoming Webhook flow and have added the Summary and Description fields to this, so if either of these change in Jira it will update the ServiceNow ticket Short and long description fields.

I also have a business rule to trigger another subflow so if the short and long description fields are changed in ServiceNow, then it would update Jira.

It seems though that these fields get caught in a loop and keep changing between the old and new values. I have tried to stop this on the business rule by adding in the "Updated by" Does not contain "System", but it makes no difference.

Has anyone else managed to successfully map these fields without any issues

Many Thanks

[Mark Manders]

Is the updated by 'system'? And it will need to be handled from both sides, since you only want the update to be done once. How often do you update the short description and description? Wouldn't it be better to just update the notes? Or to just send along the description and short description when something really changes, like a state or a note? 
One of the systems should be the source of truth, in relation to the description/short description. The other should be a source of information for the users that aren't able to access the source system. Only sync from your source.

[Josh Gold]

Hi @jonathangilbert! Unito is a new ServiceNow integration partner, and our speciality is bidirectional syncing in a no-code interface. So instead of using a spoke, you can set up a flow in Unito so that changes on either end update automatically in the other. And it does support long and short descriptions. You can set parameters for each individual field to sync them 1-way or 2-way, depending on what you need. 

Here's a step-by-step guide on how to sync issues to records with 2-way updates. And here's more general information about Unito's integration for ServiceNow.

It's much easier than configuring a spoke and should easily address the back and forth loop you’re describing. 

Let me know if I can help further! 

[jack33]

Hi @jonathangilbert  did you get solution?

[jonathangilbert]

Hi Jack, 

Yes I figured it out, here is the conditions of my business rule that then triggers a subflow to update the values in Jira