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Introduction

You can sync various entities and related tables between ServiceNow instances and any other work management system supported by Exalate. Exalate for ServiceNow can sync:

  • Incidents
  • Problems
  • Change Requests
  • Customer Cases
  • Request Items(RITM)
  • Catalog Tasks

Starting from version 5.0.28, Exalate can sync any entity. For more details, check out How to sync any entity in Exalate for ServiceNow.


Exalate has a distributed architecture. Exalate for Servicenow converts issue tracker-based information to a common issue format and the other way around.

Supported versions:

Currently, Exalate supports the following ServiceNow versions: 

  • London
  • New-York
  • Orlando 
  • Madrid
  • Paris
  • Quebec 
  • Rome

Configuring 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

To configure Exalate for ServiceNow:

1. Install Exalate.

Exalate can be hosted either on our server, or you can host it on your own server.

To sync entities, you need a valid Exalate license for each instance.

You can install Exalate on your own server with Docker. For more information, check out Install Exalate for ServiceNow with Docker.

If you want for Exalate to be hosted on our server, request an evaluation instance. For more information, check out Request an evaluation instance of Exalate for ServiceNow.

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.

2. Configure the License.

To work with Exalate for ServiceNow, you need to have an evaluation license.

There are multiple ways of getting an evaluation license:

3. 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 read Initiate Connection

If you have an Invitation code check out Accept an Invitation.

4. Synchronize an entity.

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.


Also, check out our video on how to sync issues between ServiceNow and Jira: