For at least the second version I was able to see the assigned_to populated while running the built in test function, but when I publish the change and update the Jira ticket it doesn’t change the assigned_to in Service Now and when I do a compare in Exalate between the two the assignee on the Jira side shows correctly, but there is no assigned_to attribute showing on the Service Now side
Syncing the assignee from Jira to the assigned_to field in ServiceNow can be a bit tricky due to differences in how user fields are handled on both platforms. Based on the documentation, syncing standard fields like assignee/assigned_to may not work out-of-the-box, especially if the ServiceNow field is read-only or expects a specific user reference format.
Here are a few things to check and try:
Field Mapping and Permissions: Ensure that the assigned_to field in ServiceNow is writable via the API and that the Exalate ServiceNow user has permission to update it.
User Reference Format: ServiceNow often expects a user reference (sys_id) for the assigned_to field, not just an email or display name. Using nodeHelper.getUserByEmail(replica.assignee?.email) is the right approach, but it only works if the user exists in ServiceNow and the email matches exactly.
Script Example: Your script should look like this in the ServiceNow incoming sync:
This will only work if the user with that email exists in ServiceNow.
Testing vs. Live Sync: If the test function works but live sync does not, double-check:
The user exists in ServiceNow.
The connection is using the correct script (sometimes changes are not published or the wrong connection is being tested).
There are no errors in the Exalate logs on either side.
Field Visibility in Compare: If assigned_to is not showing up in the compare view, it may mean the field is not being set or is being rejected by ServiceNow. Check the Exalate logs for errors related to field updates.
If you need to sync custom fields or handle user mapping in a more advanced way, you might need to create a custom field in ServiceNow and sync the Jira assignee there, as described in the documentation.
Hope this helps you troubleshoot and get the assignee sync working!
Most of what I tried based on Aida’s response makes sense, but nothing panned out. I even asked our Service Now expert to look at logs, but he didn’t see anything. Is there a specific location he can check?