Jira Webhook linked to transition

[Stefano]

Hi everyone,
we are integrating ServiceNow with Jira via Webhooks.
We have different behavior if the Webhook is invoked "normally" (Created, Update, etc) or if it is invoked via a Jira Transition.
For the configuration we followed the documentation https://docs.servicenow.com/bundle/vancouver-integrate-applications/page/administer/integrationhub-s....
The response that ServceNow receives in the second case, via Jira Transition, receives much less information.
Do you know if this is normal behavior or if there are particular configurations to do?

This is the "normal" response.

This is the responce via Transition.

This is the configuration done on Jira to connect the Webhook to the Transition.

Thank you in advance.

Stefano.

[Josh Gold]

Hi @Stefano,

Yes, it's normal behavior for Jira transitions to send less data in webhook payloads compared to other events like issue creation or updates.

The primary focus of a transition webhook in this case is to inform ServiceNow that the status has changed, along with any specific fields that may have been modified during the transition. 

Jira webhook payloads are typically optimized to avoid sending unnecessary data. Since transitions mainly deal with status changes, sending the entire issue's information would be redundant.

Here are some possible solutions depending on your goals:

1. You could try using custom fields in Jira to store relevant information. Values in custom fields will typically be included in the webhook payload when a transition occurs.
2. The Jira REST API in ServiceNow can fetch complete issue details after receiving the transition webhook, so you can get all the information you need without cluttering the initial webhook payload.
3. If none of the above helps and it's not a scripting error, you could always try a third party solution such as Unito to integrate Jira and ServiceNow.