Unable to use Atlassian Jira Integration for Agile Development

[Servicenow Jira]

Hello,

We have been connecting Jira instance with ServiceNow through Atlassian Jira Integration for Agile Development plugin successfully in the past, now we are receiving this error message when trying to connect to Jira. Checked all credentials are correct and there should be issues with the credentials. 

Here is the error Message: Incorrect Jira Credentials

Thank You!

[Andy Heinzer]

Hi,

I understand that you are expecting to be able to connect to a Jira Cloud site here from another service, but instead you are getting an invalid credential error.  While I am not familiar with using ServiceNow, I have an idea about why this might not be working.

What kind of credentials are needed for this utility?  Is this a username and password? Or a username/API Token?  Or is this some other kind of credential?

You should be aware that Atlassian Cloud services deprecated support for passwords in REST API basic authentication methods about 18 months ago.  More details on this can be found over in https://developer.atlassian.com/cloud/jira/platform/deprecation-notice-basic-auth-and-cookie-based-auth/

I am not certain if this utility is using that method, but if it was, then this could explain the kind of error you are seeing here.  If this is the case, then please see our Basic auth for REST APIs.  This document explains how you could create an API Token if you want to continue to use basic auth for REST API calls.  Again, I'm not certain if this ServiceNow integration can directly make use of this information or not.  It could be that a programmatic update to the integration is required to make use of this method of authentication.

Does this help?  If not, then I would like to try to learn more about how this integration is trying to authenticate against that Jira Cloud site in order to better try to troubleshoot this problem.

Andy