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ServiceNow to Jira - disconnect jira ticket

April Fleischman
April Fleischman
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Oct 24, 2023

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?

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Jehan Bhathena
Jehan Bhathena
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Oct 28, 2023

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.

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