Error when trying to update issue in Jira Cloud from ServiceNow

[xl8bot]

Originally asked by Ahmet Cayir on 10 November 2021 (original question)

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Hi, I am trying the trial to test integration with our company developers instance and a test developers instance I have just setup to see if Exalate suits our requirements.

• The sync is for Jira & ServiceNow
• When creating a ticket in ServiceNow it will create a Jira ticket.
• I am able to pass updates from Jira to ServiceNow.

The problem I face is, I am unable to pass updates from ServiceNow to Jira such as comments. It looks like when its creating the Jira ticket, the Request type is not specified so Jira will not let any updates until this is specified.

The error message I get is “Internal comments cannot be processed. The reason is: Request Type custom field is required, but not set…” this error is occured with any update is made on ticket in ServiceNow that is synced with issue in Jira.

I would like to create Issues in Jira from ServiceNow as a default “Request Type” , I don’t think this is specified in the out of box configuration. How can I specify this?

My connection is not customized yet, I am using out of box script and have not changed or updated anything.

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[xl8bot]

Answer by Daniel Carvajal on 10 November 2021

Hi Ahmet

Jira service management requires request type to be set when one creates comments through rest api, this is probably to figure out if customers can see the comment or not.

Assuming the field is being sent as:

replica.customFields."Request Type" = issue.customFields."Request Type"

You could us the following code to set a default if a null value is received:

if(replica."Request Type" == null) {
issue."Request Type" = replica."Request Type"?.requestTypeName ?: "Default Request Type"
}

Cheers,

Daniel

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