Sync SN Priority (Severity) field from Jira Cloud to Service Now

General Questions
1

Hi Team,

We are currently experiencing an issue with the synchronization of the custom field “SN Priority (Severity)” . When we update the value in this field, the changes are not being reflected between Jira to ServiceNow (SNOW).

Jira Out going Script:

replica.customFields.“SN Priority(Severity)”= issue.customFields.“SN Priority(Severity)”

Service Now Incoming Script value:

entity.priority = issue.customFields.“SN Priority(Severity)”.value

Looking forward to your support.

Thanks,
Ashok N

3

This line should be:
entity.priority = replica.customFields.“SN Priority(Severity)”.value

but even this wont work. Is the value being sent from Jira exactly a match for the SNOW priority value? Is the Jira side a select list?

Assuming that both answers are yes, the next problem is that SNOW usually does not allow you to manipulate the Priority field directly (unless you have bypassed this). What people usually do is manipulate the Impact and Urgency, and allow SNOW to change the priority itself.

Hope it helps!

Thanks
Majid