Introduction

You can synchronize Servicenow incidents with Jira(Cloud, Server or Data Center), GitHub, Zendesk or HP QC/ALM.

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 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

Servicenow to Jira Server integration 

Servicenow to Jira Cloud integration

  


The Exalate protocols are fully asynchronous, which implies that both ends must be able to initiate HTTP(S) requests.

You can sync with other platforms only if they use Exalate 4.5.X


Install Exalate

Exalate architecture requires installing one Exalate application for each instance.

The app is hosted on our server. 

You can request the Exalate for Servicenow app installation by submitting a support request.

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

  • log in with your Servicenow instance credentials
  • Configure a proxy user. The proxy user must be a dedicated Servicenow user.


 How to install Exalate app


The Exalate app for Servicenow requires to be installed on a separate server. We provide the installed Exalate app on our server in terms of the early access program.  

Once you received the URL of the installed Exalate app for your Servicenow instance you can proceed with the app configuration. 

1. Accept EULA

2. Log in to the Exalate app admin console

You need to generate the access token and id in order to log in in a secure way. Check the Servicenow: access to the Exalate app for more details.


3. Configure a proxy user

It should be a dedicated user in your Servicenow instance. The proxy user must have admin roles.

Note!

You cannot proceed without the proxy user configuration. 


4. Save the configuration


Now you can proceed to the next step and set up the connection.



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.