Originally asked by Andrew on 11 January 2021 (original question)
Hello team,
I am creating INC in SN and sending it to Jira SD. Ticket is created succefully.
Destination side, i.e. Jira’s incoming script - firstSync section - looks as below
(and some more lines but not relevant):
if``(firstSync){
syncHelper.syncBackAfterProcessing()
}
Source side, i.e. line in SN incoming script for replica.key looks as below:
def defaultEntityType = "incident"
if(firstSync) entityType = defaultEntityType else entityType
if(entityType == "incident")
{
incident.u_jira_incident_ticket_id = replica.key
....
}
I don’t receive Jira’s ticket ID (ITC-…) in response, i.e. after ticket is created in Jira from SN side, and also don’t get ITC-… when this ticket is updated on Jira’s side and update is sent to SN.
The only case when ITC-… is saved in SN is when new ticket is created in SN from Jira side.
Comments:
Jonathan Gilbert commented on 14 January 2021
Hi Andrew/ Support
I am also seeing the same issue, When a ticket is created from ServiceNow, Jira is not pushing the ticket ID back. I have looked at your suggestion Francis and I see no Outbound sync leaving Jira