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Introduction

You can synchronize incidents/problems/change requests/customer cases/request items(RITM) from Servicenow instance 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 the other way around.

You can exchange any value of incident, customer case, problem, change requests and related tables between ServiceNow and any other tracker supported by Exalate.

Supported versions:

Currently, Exalate supports the following ServiceNow versions: 

  • London
  • New-York
  • Orlando 


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


Install Exalate

Exalate architecture requires installing one Exalate application for each instance.

Navigate to the Exalate integrations to get the Exalate app for ServiceNow. The app will be automatically installed on one of our servers. 

Alternatively, you can also install the app on your own server following this guide.


Once you get the installation email with the Exalate app URL, you can proceed to the configuration. 


Role Management V2 REST API plugin must be installed and activated on your ServiceNow instance.

Starting from the New York version this plugin is included by default. But if you've recently updated your ServiceNow instance to the latest version you need to activate Role Management V2 REST API plugin manually. ServiceNow contextual security.

Configure the License 

Once the installation is finished, you need to get the evaluation license.

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 Jira 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.