Connecting with private jira instance

Use Case
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Originally asked by Sayan Mondal on 21 March 2022 (original question)

Hi,

We’re trying one private instances of Jira (data center) instances connected with servicenow.

The instance is behind one firewalls,

for creating connection I selected the “I don’t have a URL” on servicenow instance and shared the connection string with the other party. but after they accepted the connection, it stocks on “pending”.

How should I made the connection to work?

excalate is installed in both servicenow and Jira instance.

2

Answer by Jorden Van Bogaert on 21 March 2022

Hi Sayan Mondal

We’ve also had this happens once or twice. For us it worked by simply trying again from scratch (deleting current connection and re-creating).

Make sure the private instance has outwards access to the internet so it can contact the ServiceNow node. Also a good tip is to avoid any special characters in the name of the connection.

Kind regards
Jorden