Jira Service Now integration

[serge calderara]

Dear all,

We are working on a ServiceNow and Jira integration.
For that we have define a REST Endpoint in ServiceNow which is receiving Jira request .

In Jira we have created manually a webHook with as URL the Rest Endpoint created for that in ServiceNow

We have set up event trigger as Create issue.

When we create an issue in Jira it is suppose to receive information in ServiceNow through the WebHook url but we do not receive anything and no error in any log in jira instance.

The webHook url is using Https, could it be a certificated issue between Jira and Servicenow ?

Any idea ?

[Danyal Iqbal · Accepted solution]

If there are no logs than the webhook is probably not being triggered. I would check that the create issue event is triggerd by workflow postfunction or not. Goto workflow postfunction and add trigger a webhook postfunction.

If the webhook fails silently than it probably means that the callback to remote system failed. This could be due to a number of reasons. if you suspect an SSL issue . i would add

• -Djavax.net.debug=ssl
• -Dssl.debug=true

to jira startup options and check if an ssl error is present in the logs.

As a general rule self signed certificated need to be present in the java store on the jira server.

[Dhiren Notani_Exalate_]

Hi @serge calderara 

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between ServiceNow and Jira (among other ITSM systems) that is fully customizable. It is easy to set up and Exalate uses a scripting engine which is based on Groovy scripts where you can control what data you want to share and even you can independently handle the incoming information. You can achieve complex use-cases with ease. 

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 

Thanks
Dhiren

[Daniel Ebers]

Hi @serge calderara

there are reports around of some faulty Service Now Apps from Marketplace. Without wanting to call a specific company could you please confirm you try an integration with 'stock' webhook features of Jira or if you also use some kind of Service Now apps from Marketplace?

Thanks in advance!

Regards,
Daniel

[serge calderara]

dear  @Daniel Ebers , actually we are not using any Market place plugins from Jira or Service now.

From Service now we simply folow instruction on how to setup Snow Jira integration by simply :

• create a Rest callback enpoint in service now
• configure manually a webhook in Jira with that created SNOW endpoint

This is all what we have done.

And what we noticed is that when the issue is created or updated, the SNOW endpoint is not called inside SNOW ( confirm by login operation)

So I was wondering if we must use a plug in from jira side to get issue event in snow ?

regards

[Daniel Ebers]

So I was wondering if we must use a plug in from jira side to get issue event in snow ?

Good question. I am tasked with a similar situation, maybe I can share something in a few weeks.
Good to hear there is no App involved (one less point of failure). From a theory I'd say when documentation of SNOW does not mention an App to be mandatory it should work without. What the added value of an App then should be is beyond my understanding then.

[Danyal Iqbal]

Hi colleagues,

as someone who has been down that road a few times may I add something to the discussion as a Best Practice recommendation :

- Real time integrations suck! For a reliable integration write a small script in python, java or the language of your choice to query SNOW and Jira periodically over the REST API and log the results in a database of your choice. As a general principle always use periodic integrations inistead of real time integrations unless your only job desription is as an integration specialist.

- Webhooks are unreliable while REST API's are not . They will fail from time to time (either due to poor data quality or coz of technical changes e.g adding/deleting new fields or new SSL certificates, server migration etc.). You will eventually be asked to explain why your integration failed, which is diffiicult without proper logging..hence the first recommendation...log every call and response in a database with timestamps!

-Use a middleware server to run your script. Jira and Snow are critical systems but an integration is not. You will get much farther with a separate integration server in the mix without endangering your critical systems.

- If the intial integration is successful, eventually it will grow to much more than creating a new issue in SNOW for every Jira Tickets. People are gonna want to syncronise more fields, comments, events etc. Plan for it from the beginning.

Good Luck!

[Shanmuka]

 @Danyal Iqbal @Daniel Ebers  Can you give me any example script on integrating ServiceNow from Jira without using Webhooks

 @serge calderara , Have you solved your problem with SNOW integration ? If yes then can you Please share me the solution .

[serge calderara]

@Shanmuka in my case that was a network restriction issue

[Daniel Ebers]

@Shanmuka without using Webhooks you would have to have a look into Marketplace offerings or external cloud solutions which promise a sync between Jira and Service Now.
A first idea could give this link to Marketplace: https://marketplace.atlassian.com/search?query=service%20now