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Introduction

You can synchronize Servicenow incidents with any of the supported issue tracking platforms

Exalate has a distributed architecture. An Exalate app for Servicenow is responsible for translating issue tracker based information to a common issue format and other way around.


You can exchange the following data between the Servicenow incident and Jira issue

  • sys id ↔ issue key
  • sys id ↔ issue id
  • incident category ↔ issue type
  • short summary ↔ summary
  • description ↔ description
  • urgency ↔ priority
  • state ↔ status
  • caller ↔ reporter
  • comments ↔ comments
  • attachments ↔ attachments
  • custom fields ↔ custom fields


Supported versions:

Currently Exalate supports Madrid and New-York versions of ServiceNow


Deployment of the  Exalate for ServiceNow

Exalate for ServiceNow is deployed on a separate server either on one of our hosts or on your own server.

If you would like more details about the Information Security - check the Security And Architecture whitepaper


This is an example of the ServiceNow integration Jira with the Exalate app hosted 

Install Exalate

Exalate architecture requires installing one Exalate application for each instance.

There are 2 methods for installation:

  • On your own environment

Check how to install Exalate app for Servicenow on Docker

  • On our environment (conditions apply)

You can request us to host your Exalate for Servicenow app installation by submitting a support request.


Once you get the Exalate app URL you can proceed to the configuration


Set up a Connection

Synchronization between two instances requires a configured Connection.

One side needs to initiate the connection and send an invitation to the partner (the Destination instance). 

The other side needs to finish the configuration from their side. 

You can synchronize with any of the supported issue tracking platforms. For example, you can sync between Servicenow and JIRA Cloud or Server, even if your JIRA Server instance is behind a firewall in a private network. For more details check typical use cases. 

To start synchronization with your partner - Initiate Connection

If you have an Invitation code - Accept an Invitation.


Synchronize an issue

To start the synchronization for Servicenow you need to configure a trigger. It helps to synchronize incidents according to the specified search query. 


Configure the synchronization behavior of your use case with the help of configuration guides.