ServiceNow to Jira - disconnect jira ticket

[April Fleischman]

Is there a way once a ServiceNow request is pushed to Jira to break the sync connection?  

I would to be able to close a ServiceNow request leaving the jira ticket open to be placed in a backlog and handled separately from ServiceNow?

[Jehan Bhathena]

Hi @April Fleischman ,

As per https://www.youtube.com/watch?v=lqnOurQlM_U Jira<-> ServiceNow communicates using Webhooks.

I would suggest creating a label that can be applied to any ticket that you dont want to update in ServiceNow eg. No_ServiceNow. In the webhook that sends the data back to ServiceNow, add the jql that excludes all tickets having this label eg

labels != "No_ServiceNow". 

Do let us know if this works.