Root Cause

This issue is caused by a bug introduced in Jira versions 10.0.0+, where ASCII-encoded characters in webhook URLs are forcibly decoded. This affects how ServiceNow’s webhook-based ingestion interacts with Jira and breaks the expected URL format.

▶ Jira Bug Reference

• Jira Ticket: JRASERVER-78312
• Issue Summary: Jira forcibly decodes encoded ASCII characters in webhook URLs.
• Status: Fixed in Jira 10.7.0 and 11.0.0.

Resolution

To resolve this issue, choose one of the following options depending on your Jira environment:

1: Upgrade Jira

Upgrade Jira to version 10.7.0 or higher, where the issue has been fixed by Atlassian. This version ensures:

• Webhook URLs are processed as-is (no forced decoding).
• Encoded characters remain intact, preserving URL structure.

2: Apply a Jira System Property

If you cannot upgrade Jira immediately, apply the following Jira system property (supported in 10.3.5 LTS and 10.6.0+, but not available in 10.4.x or 10.5.x

plugin.webhooks.skip.url.reencoding=true

This disables forced decoding and aligns behavior with the fixed version.