Jira Bidirectional Webhook

Earl John Vidau · ‎07-30-2023

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

Earl John Vidau · ‎09-26-2023

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

View solution in original post

Hemanth Naik · ‎05-05-2024

Hello @Community Alums , Thank you for response,

I have checked, At Jira side the comments added check box has been checked, please have a look on image attached, can you please let me know the possible solution to overcome this issue.

Thanks & regards,

Hemanth

Earl John Vidau · ‎05-06-2024

Hi @Hemanth Naik ,

If you go to the Jira Webhook Registry and click the callback URL,

Can you compare if the Base URL is the same with your current URL instance?

That was our issue before and it was fixed by changing glide.servlet.uri