Set up a bi-directional webhook for the Jira spoke

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Configure a webhook to subscribe to Jira with a ServiceNow callback URL.

    Before you begin

    • Request an Integration Hub subscription
    • Activate the Jira spoke
    • Role required: admin

    Create a token

    Create a token to embed in the Jira webhook URL.

    Before you begin

    Role required: admin

    Procedure

    1. In the navigation filter, enter token_verification.list.
      The system displays records in the Token Verifications table.
    2. Click New.
    3. On the form, fill the fields.
      Table 1. Token Verification form
      Field Description
      Name Unique name to identify the token. For example, Jira token.
      Description Description of the token.
      Token Authentication token. This token is used to authenticate incoming webhook requests.

    Result

    The token created is used to authenticate incoming webhook requests.

    Register a Jira webhook in ServiceNow

    Register a Jira webhook in ServiceNow to notify the ServiceNow app when certain events occur in Jira.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Jira Webhooks > Jira Webhook Registries.
    2. Click New.
    3. On the form, fill in the fields.
      Table 2. Jira Webhook Registry form
      Field Description
      Name Unique name to identify the record. For example, Jira webhook.
      Description Description of the record.
      Token Authentication token. This token is used to authenticate incoming webhook requests.
      Path Jira webhook path. By default, this path is set to api/sn_jira_spoke/jira_webhook_callbacks/wh_entry.
    4. Right-click the form header and click Save.
    5. Choose how you want to authenticate callback requests and select one of the either options.
      Callback URL Type Description
      Token-based Callback URL Uses a static token in the URL for simple authentication.
      HMAC-based Callback URL Uses Hash-based Message Authentication Code (HMAC) for enhanced security and tamper-proof authentication.
      The system displays either the token‑based callback URL or the HMAC‑based callback URL based on your selection.
    6. Copy and record the webhook callback URL.

    Result

    The Jira webhook is registered in your ServiceNow instance.

    Add a callback URL in Jira

    Provide a webhook callback URL in yourJira Atlassian account to create a webhook.

    Before you begin

    Role required: admin

    Procedure

    1. Log in to your Jira Atlassian account.
    2. Create a webhook in your Atlassian account.
    3. Enter the webhook callback URL in the URL field.
      See the Atlassian Developer portal documentation for instructions on creating a webhook.
      Note:
      If you select an HMAC-based callback URL while registering a webhook, enter the secret token created from your ServiceNow instance in the webhook’s Secret field.
      Jira spoke webhook creation in Jira portal.
    4. Select the related events that should trigger the webhook.

    Result

    The callback URL is added in your Jira Atlassian account. You can create routing policies and subflows as per your requirement. See Customize a bi-directional webhook for information regarding the creation of new routing policies and subflows.

    Customize a bi-directional webhook

    Create a webhook routing policy and subflow as per your requirement.

    Before you begin

    Role required: admin

    About this task

    The default routing policy in the Jira WebHook Routing Policies module triggers the Process Jira Webhooks subflow and notifies the ServiceNow app when certain events occur in Jira. See Jira Spoke for information about the fields that the default routing policy and subflows support. To use any other fields in your custom subflow and customize conditions in the routing policy, perform these steps.

    Procedure

    1. Navigate to All > Flow Designer > Designer.
    2. Click Subflows.
    3. Create a copy of the default subflow, Process Jira Webhooks.
    4. Customize the subflow as per your requirement and publish it. See Building subflows for more information about creating and using subflows and Jira Spoke for information about the fields that the default routing policy and subflows support.
    5. Navigate to Jira Webhooks > Jira WebHook Routing Policies.
    6. Click New.
    7. On the form, fill in the fields.
      Table 3. Decision form
      Field Description
      Label Unique label to identify the routing policy.
      Default answer Option to specify if this is the default answer. The default answer is applicable when the conditions are not met.
      1. Click the lookup icon (Lookup icon).
      2. Select the required subflow from the Document list.
        Note:
        Ensure that the Table name is Flow [sys_hub_flow].
      Condition Conditions to be met when the required events occur in Jira. See Jira webhooks for information about the supported fields.
      Answer Subflow that must be triggered when the specified conditions are met.
    8. Click Submit.
      Note:
      These routing policies are saved in the Decision tables. Users are cautioned against directly updating or modifying data in these tables.

    Result

    The routing policy and subflow are created.