Do Issues created via a ServiceNow integration create differently than a regular issue?

[David Marcial]

We are currently using a number of automations in our Jira project and I am trying to build some for when issues are created via our ServiceNow integration. The automation I built is based on certain words in the Summary (which are standard based on what type of ServiceNow request it is). The automation works fine if I just create a story in the backlog with those words in it, but when a ServiceNow request or incident comes in it doesn't work. The trigger I am using is "Issue Created" so I figure it must have something to do with that. I would change the trigger but I can't think of any of the other triggers that would work.

[Jose Lobo (Solutions Architect at Exalate)]

Hey David,

How are you currently integrating Jira and ServiceNow?

[Bill Sheboy]

Hi @David Marcial 

Is your integration with ServiceNow the thing which is creating the issue...and you are then triggering off the new issue for an automation rule?

If so, I have seen some cases of timing issues where some a created issue's data is not available when the created issue trigger fires.  The work-around I have used is to add an action of Re-fetch immediately after the trigger.  That will reload the issue before the rule proceeds.

Best regards,

Bill

[David Marcial]

Ya, that's exactly what I'm trying to do. Is the re-fetch an action within the automation?

[Bill Sheboy]

Yes, it is listed at the bottom of the New Actions: Re-fetch issue data.