Jira Bidirectional Webhook

[Earl John Vidau]

Hi All,

I have a requirement to sync all comments/work notes added in Problem and Jira Ticket (bidirectional)

Adding a work note/additional comment on the problem to Jira is already working

My issue is adding a comment in the Jira ticket to the Problem record. The problem record won't be updated with the new comment added in Jira. 
I followed the steps in https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0831019 and double-checked the Callback URL but it is not executing.

Would you have any thoughts on this?

Earl

[Community Alums]

Hello @Earl John Vidau ,

I'm also configuring bi-directional Integration with Jira with IntegrationHub and Flow Designer. For inbound (from Jira to ServiceNow), it is showing "No decisions matched" in logs in ServiceNow. To create Jira WebHook Routing Policies, I took the reference from the OOTB record. And in Jira, I register a WebHook.

For outbound (from ServiceNow to Jira), it is working fine. 

SS:

How do I resolve this?

Please help if possible.

Thank you!

[Earl John Vidau · Accepted solution]

Hi @Community Alums,

Sorry for the late reply.

The problem we encountered is the callback URL (<name>.service-now.com/) This part doesn't match the value stored in glide.servlet.uri property.

I changed the property value to the URL instance and that fixes the problem.

More information can be found here

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1516038

[Hemanth Naik]

Hi @Earl John Vidau , @Community Alums ,

I am also trying to do the same bi-directional integration between ServiceNow and Jira. I have created the webhook URL and provided details to Jira they configured in Jira side also , while I am trying to update from ServiceNow to Jira  the updates are happening as expected but while I am trying to update from Jira to ServiceNow it is not happening (comments are not updated in ServiceNow side, this is due to the sub flow I mentioned in Jira webhook routing policies is not at all tigering, I am using run as system user ) . I checked for glide.servlet.uri properties in my instance but I am not able to find it with admin and security admin role. So, I thought of creating new, while I am trying to do this, I am getting message like cannot update glide.servlet.uri properties, can you please help me through this issue.

Thank You

Hemanth Naik

[Community Alums]

Hello @Hemanth Naik,

Please check at Jira Side the Webhook which you configured there "Comment Added" check box is checked.

Thanks!