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Suggestion
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Resolution: Unresolved
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0
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Use Case
The customer is using Service Now in combination with Jira, they need to send the most comment data from an issue to Service Now when a comment is added, an automation serves as the best option for this. They use the Issue API in various places, so they need to keep some consistency in the payload.
Issue
When using Send Web Request and Web request body = Issue Data (Automation or Jira format), the payload does not include the visibility parameter jsdPublic in the comment section, which means it is not possible to determine the visibility of the comment from the payload.
This is specific to Automation since the Jira Issue API does return 'jsdPublic' on /rest/api/2/issue/ and /rest/api/3/issue/ and is the source of the data used to send on to the webhook.
NOTE: There is a "visibility" parameter however this is always 'null', this maybe a separate issue.
Example JSON section:
"comments": [ { "self": "https://<REDACTED>.atlassian.net/rest/api/2/issue/10522/comment/10375", "id": 10375, "author": { "self": "https://<REDACTED>.atlassian.net/rest/api/2/user?accountId=<REDACTED>", "name": null, "key": null, "accountId": "<REDACTED>", "emailAddress": null, "avatarUrls": { "48x48": "<REDACTED>", "24x24": "<REDACTED>", "16x16": "<REDACTED>", "32x32": "<REDACTED>" }, "displayName": "<REDACTED>", "active": true, "timeZone": "Europe/Berlin", "groups": null, "locale": null, "accountType": "atlassian" }, "body": "Internal", "renderedBody": null, "updateAuthor": { "self": "<REDACTED>", "name": null, "key": null, "accountId": "<REDACTED>", "emailAddress": null, "avatarUrls": { "48x48": "<REDACTED>", "24x24": "<REDACTED>", "16x16": "<REDACTED>", "32x32": "<REDACTED>" }, "displayName": "<REDACTED>", "active": true, "timeZone": "Europe/Berlin", "groups": null, "locale": null, "accountType": "atlassian" }, "created": 1732285321778, "updated": 1732285321778, "visibility": null }, ...
Workaround
It is possible to use the smart value Comment for this trigger type, but it requires building a full replica of the payload from the Issue API, or re-designing the webhook listener to accept a different payload content.
In our communication between Service Now and JSM, this feature would be very helpful.
We would be able to hide some informations from the users that they don´t need to read.
Thank you!