Jira to ServiceNow field Mapping and configuration

General Questions
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1

Originally asked by Anshuman Bakshi on 20 August 2020 (original question)

State Mapping.xlsx (old community)

Hi Everyone,

I am working on Jira to snow integration and I am facing below challenges,Please help me out with these.

  1. Field mapping : In order to map fields like Priority and Severity. We have different values in Jira and SNOW for these fields. I tried to map the values with below example but its not working:

Map<String, String> priorityMapping = [“1 - High”: “High”, “1 - Critical”: “Critical”]

if (replica.priority.name in priorityMapping.keySet()) {
def priority = nodeHelper.getPriority(priorityMapping[replica.priority.name])
issue.setPriority(priority)
}

  1. Status Mapping: We have a requirement where we want to update the values of snow and Jira fields depending on issue status in Jira as described in sheet below. I tried something like this but I am not sure about syntax.

if (replica.status.name == “Canceled”) {
if (replica.customFields.“Cancellation Notes”?.value == “Canceled by Client”) {
incident.customFields.“Close Code”?.value = “Not Solved”
}
}

if (replica.status.name == “resolved”) {
issue.customFields.“YourCustomFieldName”?.value = “value”
}

  1. Sync Panel In snow: I wanted to check with you that do we have a way to show jira issue link in snow ? the way we see it in sync status panel in jira.

Comments:

Francis Martens (Exalate) commented on 21 August 2020

> I tried to map the values with below example but its not working:

What is not working?

Anshuman Bakshi commented on 21 August 2020

When i am mapping priority values it is not syncing the values from SNOW to Jira. Also do you have any feedback on Status Mapping and Status Panel in SNOW.

2

Answer by Anshuman Bakshi on 24 August 2020

Hi Francis Martens (Exalate) ,

I am also trying to map reporter in jira with caller id field in SNOW,

Outgoing Sync:

replica.reporter = incident.caller_id

Incoming Sync:

issue.reporter = nodeHelper.getUserByUsername(replica.reporter?.username)

Output:

Script error for issue INC1055058. Details: Cannot cast object ‘{display_value=Anshuman Bakshi, link=https://amdocsuat.service-now.com/api/now/v2/table/sys_user/90b87fcfdb43a34027c24980399619d7}’ with class ‘scala.collection.convert.Wrappers$MapWrapper’ to class ‘com.exalate.api.domain.hubobject.v1_2.IHubUser’ due to: groovy.lang.GroovyRuntimeException: Could not find matching constructor for: com.exalate.api.domain.hubobject.v1_2.IHubUser(scala.collection.convert.Wrappers$MapWrapper). Error line: Script676.groovy:8

Comments:

Anshuman Bakshi commented on 25 August 2020

Francis Martens (Exalate) Any suggestion on this ?

3

Answer by Francis Martens (Exalate) on 21 August 2020

> Sync status panel

Nope there is no such thing, but you can create a custom field in service now and then copy the remote issue url there

Check How to display the remote issue link in a custom field for more details

Comments:

Anshuman Bakshi commented on 21 August 2020

I created a URl custom field in SNOW and followed the document and it gives me this error.

Incoming Script on SNOW side: I tried with both names:

incident.customFields.“Related Jira Defect”.value = remoteIssueUrl

incident.customFields.“u_related_jiradefect”.value = remoteIssueUrl

Error: Script error for issue INC1055056. Details: No such property: remoteIssueUrl for class: Script429. Error line: Script429.groovy:8

Francis Martens (Exalate) commented on 21 August 2020

Ha - what is the version of your ServiceNow?
We introduced it recently

You can also use

// this should be at the top of the processor
import groovy.json.JsonSlurper

def remoteIssueUrl = new JsonSlurper().parseText(syncRequest.replica.payload).get("issueUrl")
Anshuman Bakshi commented on 21 August 2020

Not sure about the SNOW version as i am a Jira Admin.

i tried the above one in incoming sync of SNOW and gets: Script error for issue INC1055056. Details: Cannot set property ‘value’ on null object. Error line: Script456.groovy:14

// this should be at the top of the processor
import groovy.json.JsonSlurper

def remoteIssueUrl = new JsonSlurper().parseText(syncRequest.replica.payload).get(“issueUrl”)
incident.customFields.“Related Jira Defect”.value = remoteIssueUrl

Francis Martens (Exalate) commented on 21 August 2020

incident.customFields.“Related Jira Defect” is null and cannot be dereferenced …

Anshuman Bakshi commented on 24 August 2020

Hi Francis Martens (Exalate)

As we are syncing the value of “Related Jira Defect” field and it should get value using this remoteIssueUrl. I see issue is already existing on Jira side so can you tell me why we are getting null value.

Francis Martens (Exalate) commented on 26 August 2020

> incident.customFields.“Related Jira Defect”.value = remoteIssueUrl

You have to use the right servicenow customfield name
Check the post below to find out the name

4

Answer by Francis Martens (Exalate) on 21 August 2020

Regarding the priority mapping
> When i am mapping priority values it is not syncing the values from SNOW to Jira.

Are the values available on the replica (check remote issues tab)

Check the ‘Debugging Sync scripts on Exalate’ to see whats going on and rectify

5

Answer by Francis Martens (Exalate) on 21 August 2020

Regarding

if (replica.status.name == "Canceled") {
    if (replica.customFields."Cancellation Notes"?.value == "Canceled by Client") {
        incident.customFields."Close Code"?.value  = "Not Solved"
    }

Are you sure about the name of the customField?

You can find out about the name by popping up the dictionary (right click)

950×430 14.5 KB

1254×380 15.2 KB

In more recent versions of the Exalate we provide shortcuts.
Normally you should be able to use incident.estimated_delivery.value …

Let me know how it goes

Comments:

Anshuman Bakshi commented on 24 August 2020

So i tried to set a basic status mapping following exalate documentation: https://docs.idalko.com/exalate/display/ED/Status+synchronization+on+Jira+Server#StatussynchronizationonJiraServer-statusSyncExternal

Outgoing Sync(SNOW):

replica.status = incident.state

Incoming Sync: (Jira)

// [“remote status name”: “local status name”]
def statusMap = [“Active”: “New”, “Closed”: “Done”, “Code Fix/Configuration Change”: “Development”]
def remoteStatusName = replica.status
issue.setStatus(statusMap[remoteStatusName] ?: remoteStatusName)

I am getting error and status sync is not working.

Script error for issue INC1055058. Details: Cannot cast object ‘Code Fix / Configuration Change’ with class ‘java.lang.String’ to class ‘com.exalate.api.domain.hubobject.v1_2.IHubStatus’. Error line: Script632.groovy:7

Francis Martens (Exalate) commented on 24 August 2020

https://docs.idalko.com/exalate/display/ED/Status+synchronization+on+Jira+Server#StatussynchronizationonJiraServer-statusSyncExternal
Is about Jira Server sync

Script error for issue INC1055058. Details: Cannot cast object 'Code Fix / Configuration Change' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus'. Error line: Script632.groovy:7

Is happening on the outgoing sync (on the servicenow side) ?

If this is the case, this is because replica.status is a status object while incident.state a string.
You can transfer the state using for instance

replica.customKeys.state = incident.state

…

Anshuman Bakshi commented on 24 August 2020

Thanks Francis, This is working fine now !