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To have control over the create and update functionality, we have introduced this select preference checkbox feature. Using this feature, we can control the events on which the data is sent over to ServiceNow from Jira. Step 1: If you only want to create the incident in ServiceNow, you can leave the update checkbox empty. Check the Create checkbox and click on save.   Step 2: If you only want to update the incident in ServiceNow, you can leave the Create checkbox empty. Check the Update checkbox and click on save.   Step 3: For synching on both create and update events, check both the checkboxes and click on Save.   |
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To have control over the create and update attachment functionality, we have introduced this select preference attachment checkbox feature. Using this feature, we can control the events on which the attachment data is sent over to ServiceNow from Jira. Step 1: If you only want to add attachments while creating the incident in ServiceNow from Jira, you can leave the Update Attachment checkbox empty. Check the Create attachment checkbox and click on Save.   Step 2: If you only want to add an attachment while updating the incident in ServiceNow from Jira, you can leave the Create Attachment checkbox empty. Check the Update attachment checkbox and click on Save.   Step 3: For synching on both create and update attachment events, check both the attachment checkboxes and click on Save.   |
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Step 1: Choose the ServiceNow table either Incident or Change Request.  Step 2: After selected the table, Click on the save button.  Step 3: Enter the test connection endpoint URL and click on save. After saving an test connection endpoint, It will take an custom test connection endpoint URL otherwise it will take default one.  Step 4: Enter the get field endpoint URL and click on save. After saving an endpoint, It will take an custom get filed endpoint URL otherwise it will take the default one.  Step 5: Enter the create endpoint URL and click on save. After saving an endpoint, It will take an custom create endpoint URL otherwise it will take the default one.  Step 6: Enter the update endpoint URL and click on save. After saving an endpoint, It will take an custom update endpoint URL otherwise it will take the default one.  Step 7: Enter the attachment endpoint URL and click on save. After saving an endpoint, It will take an custom attachment endpoint URL otherwise it will take the default one.  Step 8: Enter all the endpoint URL’s and click on save. It will take only custom endpoint URL.  |
Failure Logs:
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In any failure occurs in the process, user will be able to see the logs in failure logs. Some sample scenario's are mentioned below, Step 1: Click on the “Failure Logs“ link in the top right, it will show the failure logs list.  Step 2: While creating an issue, if some fields are missed in mandatory field mappings, then failure log will occur. In “Failure Logs” the reason for failure will shown (“Mapping validation failed while creating incident“).  Note: In a Jira issue, SN Number and Sys Id will not appear if failure occurs. Step 3: After failure occurs in failure logs, add the missing field in field mapping and click on the Retry button on Failure log then it will create an incident on ServiceNow. The SN Number and Sys Id will shown in the Jira issue also. After clicking, a retry log will be successful, and it will delete the particular failure log.   Step 4: While updating an issue (description or summary), if some fields are missed in mandatory field mappings, a failure log will be generated. In “Failure Logs,” the reason for failure will be shown (“Mapping validation failed while updating incident“).    Step 5: After failure occurs in failure logs, add the missing field in field mapping and click on the Retry button on the failure log; then it will update an incident in ServiceNow. After clicking, a retry log will be successful, and it will delete the particular failure log.   Step 6: While updating a comment in an issue, if some fields are missed in mandatory field mappings, then failure logs will be generated. In “Failure Logs,” the reason for failure will be shown ("comment Invalid mapping found for update“).    Step 7: After failure occurs in failure logs, add the missing field in field mapping and click on the Retry button on the failure log; then it will update an incident with a comment in ServiceNow. After clicking, a retry log will be successful, and it will delete the particular failure log.   Step 8: While updating an attachment in an issue, if some fields are missed in mandatory field mappings, then a failure log will be generated. In “Failure Logs,” the reason for failure will be shown (“Mapping failed while updating attachment“).    Step 9: After failure occurs in failure logs, add the missing field in field mapping and click on the Retry button on the failure log; then it will update an incident with an attachment in ServiceNow. After clicking, a retry log will be successful, and it will delete the particular failure log.  |