Status change in service now does not trigger status change in Jira

General Questions
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1

Originally asked by Harold Oconitrillo on 27 April 2022 (original question)

Hello,

We have a connection between Jira (on-premise) and Service-Now.

Outgoing code for service-now:

  replica.state = entity.state

Incoming Jira code:

    // status mapping & status related changes
    def statusMapping = ["Closed (resolved)":"Done/Resolved"]
    def remoteStatusName = replica.state
 
    if (!replica.state.equals(previous?.state)) {
        if (remoteStatusName == "Closed (resolved)") {
            statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
            issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
            issue.setStatus(statusMapping[remoteStatusName] ?: remoteStatusName)
        } else {
        statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
        issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
        }
    }

In Service-Now we have 2 ways of getting to the “Closed (resolved)” state. One transition is called “Closed”, and the other one is called “Ready to Close”. After both, the state of the service-now ticket reaches “Closed (resolved)”, the difference beeing some different mandatory fields being filled in before doing the transition, and triggering a checkbox after the action, or not.

When we do the “Closed” transition in service-now, the Jira ticket gets transitioned to “Done/Resolved”.

When we do the “Ready to Close” transition in service-now, the Jira ticket does NOT get transitioned, although the comment is left as expected with the previous and current status. There are no errors, but it just does not happen.

Please let me know if you need any additional details from our side.

Thank you!

Comments:

Harold Oconitrillo commented on 27 April 2022

Hi,

You may review the documentation below and check the incoming rules.

https://docs.idalko.com/exalate/x/jgF1Aw

Feel free to contact e back if you have any further question.

Thanks.

Serhiy Onyshchenko commented on 01 May 2022

Hey, Harold Oconitrillo , what happens if you remove the mapping from the script:

    // status mapping & status related changes
    def remoteStatusName = replica.state
 
    if (!replica.state.equals(previous?.state)) {
        if (remoteStatusName == "Closed (resolved)") {
            statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
            issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
            issue.setStatus("Done/Resolved")
        } else {
        statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
        issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
        }
    }

Note the

issue.setStatus("Done/Resolved")

part
Regards, Serhiy.

Serhiy Onyshchenko commented on 01 May 2022

And another question: isn’t

} else {
        statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
        issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
}

supposed to have an

issue.setStatus("...")

?
Regards, Serhiy.

Mihai Arama commented on 02 May 2022

Hi Serhiy Onyshchenko ,

Thank you for your reply!

I removed the status mapping, so the script is now:

def remoteStatusName \= replica.state  

    def remoteStatusName = replica.state
 
    if (!replica.state.equals(previous?.state)) {
        if (remoteStatusName == "Closed (resolved)") {
            statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
            issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
            issue.setStatus("Done/Resolved")
        } else {
        statusCommentString = "Current Service-Now state: " + " *" +  replica.state + "*" + "\n" + "Previous Service-Now state: " +  " *" + previous?.state + "*"
        issue.comments = commentHelper.addComment(statusCommentString, issue.comments)
        }
    }

The same happens, it only works for one transition, but not for the other. The comment still gets added, but the "issue.setStatus(“Done/Resolved”) part does not get set.

The second “issue.setStatus” in the ‘else’ clause is not needed, because we only want to change the status of the Jira issue if the service now one is “Closed (resolved)”, not if it is still active or pending other info.

Please let me know if you have any suggestions.

Thank you!

Mihai

2

Answer by Serhiy Onyshchenko on 04 May 2022

We had a short call with Mihai Arama

And we figured out that later on after that snippet there was a conditional statement which led to

issue.setStatus("Backlog")

Which effectively reverted the results of the original setStatus.