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Jira ServiceNow Integration

Sean McGuire_882492

Hi all,

First post here & new to Jira, we are in the process of setting up a bi-direction Jira - SNOW integration (using Jira Spoke in SNOW) and all is going well except we are getting duplicate tickets created. On investigating further, it looks like the initial ticket is created as expected but seconds later a duplicate ticket seems to be triggered by the webhook.

We suspect we will need 2 webhooks (create & update) with different JQL queries to support the integration process.

I'm not sure how to configure the JQL for 'create'

Our update JQL looks like this : JQL: project = "Hyper Care" AND issuetype = Bug

I'm not sure how to set it up for 'create' to stop the duplicate. I suspect it will be something like: project = "Hyper Care" AND issuetype = Bug AND <<created by is SNOW Integration user

Any assistance would be greatly appreciated.

Thanks

Sean

Accepted answers

Ste Wright

Hi @Sean McGuire

For the example provided, it would likely be:

project = "Hyper Care" and issuetype = Bug and creator = "Snow Integration User"

^ Whether this works is dependent on the use-case. Is this issues (and therefore the duplicate) being created in Jira from SNOW?

Perhaps give this a go and let us know some more specifics if it doesn't work as expected

Ste

All comments

Ste Wright

Hi @Sean McGuire

For the example provided, it would likely be:

project = "Hyper Care" and issuetype = Bug and creator = "Snow Integration User"

^ Whether this works is dependent on the use-case. Is this issues (and therefore the duplicate) being created in Jira from SNOW?

Perhaps give this a go and let us know some more specifics if it doesn't work as expected

Ste

Sean McGuire_882492

Thanks Stephen, thought that might be the case.

Much appreciated.

madhu.tejas

Hello Stephen/Sean,

I have a similar Use Case where Issue needs to be created in Jira from Snow using web hook. But also creates a duplicate back in SNOW

I tried using the JQL Used--> issuetype = Incident AND creator = 557058:3404828b-aa5b-41b3-b39b-adf096667073

No luck yet.

Please let me know if anything worked.

Thanks

Madhu

Pavani Kothapalli

Hi,

I am facing the same issue , when new comment is created in jira from Snow using webhook.

please let me know if any solution is there to fix this,

Thanks in advance

Pavani

Dhiren Notani_Exalate_

Hi @Sean McGuire ,

I am Dhiren from the Exalate Team.

Thanks for asking your question here!

To integrate Jira and ServiceNow, you can even use a fully flexible integration solution like Exalate.

You can sync any tickets bi-directionally between both of these platforms and also choose what fields to map/sync.

Thanks, Dhiren

Ste Wright

Hi @Dhiren Notani_Exalate_

Please don't post on questions which are from years ago - it's not necessary, when the question was answered back in 2020.

I'm closing this question due to its age.

Ste

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