Issue with Integration (Servicenow - JIRA)

[naga_r]

I’m passing a field value from ServiceNow to JIRA that contains both text and image. I want to store this same value in the Root Cause field in JIRA. Could someone please confirm whether JIRA supports accepting both text and image in that field?

[Unito Community]

If you are syncing data from ServiceNow to a Jira "Root Cause" field and the images aren't appearing, it is almost certainly a Field Renderer mismatch.

I work with the team at Unito, and we see this often: even if your integration sends the data correctly, Jira will display the raw code rather than the image unless the field is configured to handle rich text.



How to fix it: 



1. Update the Renderer: You must go to Field Configurations, find your custom "Root Cause" field, click Renderers, and switch it from "Default Text" to Wiki Style Renderer. This is the standard requirement for enabling rich text and media in Jira custom fields.



2. Check the Field Type: The field must be a Paragraph (multi-line) type. Standard single-line text fields cannot render images.



3. Format the Data: Jira needs the data in its own syntax (like using exclamation points for images) rather than raw HTML. If ServiceNow is sending HTML tags, you'll need to convert those to the format Jira expects.



This is documented in the Atlassian Support guide under "Specifying Field Renderers," which confirms that the Wiki Style Renderer is the prerequisite for interpreting markup as rich text.
 

[Marc -Devoteam-]

Hi @naga_r 

This could be done by adding the image via an hyperlink, see also https://community.atlassian.com/forums/Jira-questions/How-can-I-add-an-image-in-a-comment/qaq-p/952016 

This relates to a comment but it should work for a custom multi-line (paragraph) text field. The field need to be set to use Wiki-render in the field configuration used by the space.

I hope this helps you further.

[naga_r]

@Shalini Pradhan