How can I use Exalate to sync user fields between Service Now and Jira Cloud?

Question

I realize this is an Atlassian community space, but it's Jira related, and I could really use the help...

Using Exalate, I am trying to sync fields between SN and Jira, and it is just seemingly impossible.  Here are the fields I am looking to sync, SN on the left, Jira on the right.

requested_for> Reporterassigned_to<> Assigneewatch_list> Watcher

It gets a little more complex since one of the issue types we are trying to sync from in Service Now is catalog task, so that definitely messes with the field name there, but in any case, I am getting nothing but errors when trying to get info from SN to Jira.  This i the key transition point since the initial trigger is the creation of a catalog task from SN which creates a task in Jira.

Has anyone cracked this problem yet?  I can't even seem to get information to leave SN without an error.  For example - look at this anonymized error:

Error Detail Message:
Cannot cast object '{display_value=John Doe (JDOE), link=https://client.service-now.com/api/now/v2/table/sys_user/68cea2c52c4c32c0c8e2a692842efa26}' with class 'scala.collection.convert.Wrappers$MapWrapper' to class 'com.exalate.api.domain.hubobject.v1_2.IHubUser' due to: groovy.lang.GroovyRuntimeException: Could not find matching constructor for: com.exalate.api.domain.hubobject.v1_2.IHubUser(scala.collection.convert.Wrappers$MapWrapper)

Is there documentation which clearly states how to sync user data between these two issue trackers?

Rob Horan · Answer

@Dhiren Notani_Exalate_ I meant to pass along my thanks earlier and I didn't, and for that I also pass along my apologies - and yes thanks as well! So this is going back months, and I had to dig deep in my email to get the info back. We solved this, but it took a lot of work - FAR more than what was written above. Can I honestly say I understand how this works? No - and that's my concern. On the SNow side, the outgoing sync looks like this: if(catalogTask.assigned_to && catalogTask.assigned_to != ""){ //We only get inside this block if the assigned_to has a value replica.customKeys.assignee_email = nodeHelper.getTableByLink(catalogTask.assigned_to?.link)?.email } replica.customKeys.reporter_email = nodeHelper.getTableByLink(catalogTask.requested_for?.link)?.email DateFormat formatter = new SimpleDateFormat(datePattern); replica.due = formatter.parse(catalogTask.due_date); } And then in Jira def snow_assignee = nodeHelper.getUserByEmail(replica.customKeys.assignee_email) // only changes issue.assignee if remote assignee is found if (snow_assignee) { issue.assignee = snow_assignee } // debug.error("assignee = ${snow_assignee}") def snow_reporter = nodeHelper.getUserByEmail(replica.customKeys.reporter_email) // only changes issue.assignee if remote assignee is found if (snow_reporter) { issue.reporter = snow_reporter }

Rob Horan · Answer

Thanks @francis ,

You know firsthand some of the difficulties we had getting certain things to work, and - at least I hope yu and your team know - how much we appreciated the advice and support your team provided while we were working through some syncs.

For many, I think the learning curve starts with not knowing where to begin.  There's a certain level of knowledge expected going into this documentation, and where/how to go to get that knowledge can be more nebulous.

francis · Answer

Hi @Rob Horan ,

(I'm a colleague of Dhiren, and also with Exalate)

We know that there is a learning curve here - and it is not easy for rooky users
The details of the nodeHelper class is detailed 
https://docs.idalko.com/exalate/display/ED/nodeHelper

Let us know how the documentation can be improved.