Getting an UTF-8 Encoding error when integrating SNow and Jira (Cloud versions)

[Apryl Harris]

Anyone else get this error? How did you resolve?

[Brant Schroeder]

@Apryl Harris Do you have any custom fields that you are populating?  If so are they included on the create screen in Jira?

[Apryl Harris]

no. no custom fields. 

[Brant Schroeder]

Are all the fields you are trying to populate on the create screen?

[Apryl Harris]

Yes, all fields are on the create screen. We were able to create a Jira issue from SNow.

However, when we try to update the SNow ticket from the Jira issue is when we get the UTF-8 error. We are working with a SNow and Atlassian Rep to try to resolve. The below was provided by SNow rep but it seems to be for Jira Server, not Cloud (we have Cloud).

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1120132 

I was just reaching and thought maybe someone in the Community may have had a similar experience and could share how it was resolved.

Thanks.

[Rajendra Kusumba]

Hi @Apryl Harris , Checking if you were able get a resolution for this issue and if you can share here? As we are facing the same issue! Thanks.