JIRA and Trello Software Subscriptions are not linked to their corrisponding users - Known Error

JIRA and Trello Software Subscriptions are not linked to their corrisponding users Description Out of Box, in order to link users to their corresponding subscriptions, - The "User" is identified using the "User principal name (UPN)" when the subscription is created. - The "User principal name" is considered as the email and is used to query the Servicenow "Users" table. - If no record is found in the "Users" table, the "User principle name" is trimmed to have only the "Username" and this "Username" is used to query the "Users" table. - The "Users" field will be empty if no record is found either with email or with the username in the "Users" table.

The problem here is that the UPN for JIRA and Trello is not returned as er expected. For example Trello's UPN are unique world wide and therefore, using First/Last name there wont work (if the user have a common name, then s/he needs to add more characters there or abbreviate)

Steps to Reproduce

Install Software Asset Management - SaaS License Management Integrations plugin Follow our documentation to create JIRA or Trello Integration Profile

Workaround This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

The fix will use the email collected in custom_properties field and use it to populated the user field. So, if the e-mail is not populated in custom_properties on JIRA and Trello, you should ask your users to populate it.

NOTE: You will not see the users populated for any subscriptions that were fetched before the upgrade. You will need to delete all the existing subscriptions and rerun the scheduled job again to fetch the subscriptions from your integration.