How do I connect Jira to Ivanti ITSM?

Question

Hello.

I want to connect our OnPremise ITSM and the Jira Cloud to synchronize Incidents between this two systems. For this I am trying to use the Ticket Sync Connector from the Ivanti Marketplace. Ivanti Marketplace | Ticket Sync Connector 1.0.0 (ivanticloud.com)

I managed to connect, but when I create an incident I get the following error message:
"Ticket Sharing and Synchronization Error  StatusCode :400 Response : {"errorMessages":[],"errors":{"Status":"Field 'Status' cannot be set. It is not on the appropriate screen, or unknown."

This applies to several fields, both custom and system.

Reading several community articles (both Ivanti and Atlassian) doesn't really help.

This are the data mappings we configured:

And this is the Screen required to create an IssueType "Incident".
(Note: This was copied from the IssueType "Task".

Has anyone experience in connecting an Ivanti ITSM OnPremise to the Jira Cloud?

Fabian Drewes · Answer

Thank you for the suggestion, but not synchronizing the status field did not solve the problem. We also encounter the same error message on other fields.

Diana_Architect_ZigiWave · Answer

Hi, @Fabian Drewes

Sorry to hear that you have problems with the integration. My name is Diana and I am a solutions architect at ZigiWave. Our no-code integration platform ZigOps will help you connect Jira and Ivanti ITSM in a matter of minutes.

It allows the transfer of default fields (incident, task, bug, story, etc) + custom fields between the systems and syncs them in real-time. Our tool reads the schema dynamically and can transfer any field. It's fully customizable to fit even the most complex use cases. Feel free to check it out and if you want to see how it works in action: book a technical demo.

Trudy P Claspill · Answer

I don't have experience with Ivanti, but I can suggest that the issue with setting the Status field in Jira is that when you are creating a new issue you are not given the option to set the Status for that issue. The Status of the issue will be automatically set to the Status specified by the Create transition in the Workflow for that type of issue.  Jira doesn't permit you to override that during issue creation.