ServiceNow attachments to Jira

Hi ​@plakin 

Something to check…

Add this Zap action: Jira - Find Issue

See if that returns the attachments.

Thanks for the response, Troy!

I’m looking for data from the ServiceNow side rather than the Jira side, but I did look at the ServiceNow equivalent of “Find Record.” I still don’t see any data related to attachments though. 

I could look at the attachment table and potentially reference the sys_id of the initial trigger record, but I’m new to Zap and I’m having trouble finding a utility that copies files. I was really hoping there was a pre-existing utility for ServiceNow attachments as that seems like that would be a very common/highly-requested thing.

​@plakin 

NOTE: Most Zap apps are created and managed by the app developer using the Zapier Developer Platform.

It’s not publicly indicated whether an app developer or Zapier managed a particular Zap app integration.

By my last knowledge there were under 500 of the ~8k Zap apps managed by Zapier, which are usually the largest/popular/critical Zap app integrations.

For us to have more info, post screenshots showing how your Zap steps are outlined and configured in EDIT mode with the field mappings visible for context.

You can try reaching out to Zapier Support for possible guidance: https://zapier.com/app/get-help

You can try reaching out to ServiceNow Support for possible guidance.

​@Troy Tessalone Here’s an image of my zap

When a new Incident is generated in my PDI SNOW instance, it filters out a few assignment groups (ignore the Find Record, that was just me trying to find an action that could see the attachments). Python is then run to compare the assignment group against a database to find the right project key for when the Jira Issue is created in step 5. All of this seems to work fine, but I’m unable to capture the attachment from the record, which I added to the SNOW Incident as I was creating it (I’m just trying to capture existing attachments, this isn’t even related to keeping attachments synched later, which I’ll still need to figure out).

As you can see, the attachment field I found has no data, even though there is an attachment. I’m not sure there is a field I can use, I’m pretty sure the attachment is only symbolically linked to the Incident from the sys_attachment table. Still, I was hoping for some bit of information related to the attachments that I could build off of. As I mentioned in a previous post, I could probably search the sys_attachment table for the sys_id of the Incident to find attachments, I was just trying to see if something already existed before I tried something more complicated.

This is only an investigative spike to see if Zapier will work for our purposes. We already have a service we are looking at to replace our Integration Hub integration, but I was asked to investigate Zapier as a possible alternative to compare costs/capabilities.

​@plakin 

Seems like you may have to add additional Zap steps to lookup the associated attachments.

Yeah, I’m looking into a webhook for an API call right now. Appreciate the attempted assistance though!

Keep on the loop for this one. So we can assist you further if needed. Thanks

I setup an API Request for ServiceNow (Beta), and I’ve successfully found the attachment, but I’m having trouble figuring out how to attach it to the Jira issue. None of the data seems to pull in the attachment, such as the download link, it just attaches the download link itself. I’m admittedly not a pro with using webooks for attachments.
I’m still working on it, but it’s been a bit of a brick wall. I’ve been looking around, but I can’t find anyone else that’s tried the same thing. Started looking through other integrations looking for how they handle attachments.

Hi there ​@plakin,

The “Attachment” field looks for the file object or the direct download URL of the file. Does the API Request (Beta) step return those data?

You can learn more about sending files via Zap here: https://help.zapier.com/hc/en-us/articles/8496288813453-Send-files-in-Zaps

Thanks for the reply, ​@ken.a,

Yes, sir. I can’t guarantee that I’m setting the field up correctly, but in my response to ​@JammerS above, the image shows the attachment field is referencing the Download Link. The download link...

...appears to match the format for what ServiceNow has documented in the GET section of its Attachment API for downloading attachments.

Unfortunately, it’s just attaching that link as a text file.

Any help is very much appreciated!

Well, it doesn’t explain why it’s attaching the URL, but the link ​@ken.a provided earlier and my own testing make this moot. Per https://help.zapier.com/hc/en-us/articles/8496288813453-Send-files-in-Zaps, it has to be in a location that is available to the public. I verified this by putting the direct download link into the field and it returned with an authorization error. Unfortunately, none of the files we would want to work with would be publicly available.

I’m not sure what the best course of action is now. I want to maintain security so I can’t just put the file in a non-secure location prior to attaching it to Jira. I don’t know of a simple way to authenticate to both instances in the same step without coding one and I’m attempting to find a simple solution rather than use the webhook options that already exist in both systems.

Hi ​@plakin 👋

I just came across this and spotted that download link has censored data in the url so I’m wondering if that might be what’s causing issues as it the URL would be passed to Jira with that censored part still censored like that:

Can you try creating that action again but as a Custom action instead of an API Request:

Suggesting a custom action here as it won’t perform that kind of censoring on the data it returns, like an API Request actions does. It should be fairly quick to set up as there’s an AI copilot that can built it out for you—check out our Create a custom action guide to learn more.

Can you give that a try and let us know if that works? If it doesn’t then it may just be down to the security access settings for the files as you mentioned but thought it worth suggesting in case it does the trick! 🤞