Troubleshooting ServiceNow to JIRA Integration Error: 'Cannot establish connection, StatusCode: 400'

[Neal.Borowiak]

Hi all,

I am working on establishing a connection between my ServiceNow instance and JIRA using the Atlassian Jira Integration for Agile Development plugin. This integration has been successfully implemented and configured in our lower environments without any issues. However, when attempting to implement the same in our Production instance, we encountered an error during the "Connect" process in "Jira Instances". The error message states: "A connection cannot be established. Please check the system logs for details." The system logs only show: "Cannot establish connection to Jira, StatusCode: 400".

To troubleshoot, I replicated the process in our lower environments, which had previously been successful. After disconnecting and attempting to reconnect, I encountered the same error message in these environments as well. This suggests that the issue is not isolated to the Production environment.

We are currently running on the Vancouver release of ServiceNow. It's important to note that we have upgraded to this version and then implemented these integrations. We do not believe the issue is related to the upgrade, but we are considering the possibility of it being related to a hotfix patch.

I'm reaching out to see if anyone else in the community has faced a similar issue or has any insights on what might be causing this problem and how to resolve it. Any advice or suggestions would be greatly appreciated.

[Neal.Borowiak · Accepted solution]

For all of those that may stumble upon this error / issue in the future below is what we updated in our instance and that was our work-around :

There was actually a script include called "Connector"  in the Atlassian Jira Integrations Common sys_scope. Replace "instance-name" with your corresponding instance.

https://instance-name.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=0b6b13967343330001073cf2c4f6a7d9

It dealt with commenting out the line that has "option_attachments_changed". Once I commented out this line, I went to the Jira Instances, selected my instance and selected "Connect" and I was able to re-establish the connection once again and then Discover my projects.

Thanks!

[Keegan Dunn]

We're seeing the same issue in our Dev instance, currently running Utah Patch 10. I noticed that in the Flow Designer the Connect UI Action seems to be kicking off an action called "Subscribe Webhook (Deprecated)" as opposed to any sort of Get, Import, or Look Up  actions. Wondering if this is a problem with the OOB product, as we haven't made any changes. Will report back if we make any progress.

[Syed Majid Hassan -Exalate-]

Hi Neal,

This is Majid @ Exalate.

Unfortunately, I cannot be of much help in this instance without having access to detailed logging, but I agree it should not have to do with the Hotfix you mention. My first hunch would be auth issues or a bug in the plugin (as you reproduced it). Do let us know how this turns out?

I am hosting a webinar in a few days on this very topic i.e. integration between ServiceNow and other ITSM tools. Please book a seat if you are interested.

Thanks

Majid

[Neal.Borowiak]

There was actually a script include called "Connector" in the Atlassian Jira Integrations Common sys_scope.

It dealt with commenting out the line that has "option_attachments_changed". Once I commented out this line, I went to the Jira Instances, selected my instance and selected "Connect" and I was able to re-establish the connection once again and then Discover my projects.

[Josh_Unito]

Hi Neal! I'm from Unito - we're an Atlassian partner that provides a no-code 2-way integration for Jira and 50+ other apps and tools, including ServiceNow! So you can sync records or incidents from ServiceNow to Jira without writing any script or code at all. 

I put together this article to highlight the use cases for the integration with ServiceNow if you're curious.

You can get Unito's Atlassian app right here.

It may be easier than troubleshooting spokes and and plugins. 

Feel free to reach out if you have any questions!