How to Integrate ServiceNow and Jira
In this blog, You will learn About integration,How to select the right technologies for your integration setup,How to Configure a Jira Integration (a Step-by-Step Process) and Much more.

ServiceNow has gained tremendous popularity in recent years, starting as a groundbreaking niche cloud platform to control ITSM processes based on ITIL best practices. They currently have more than 20,000 clients and are rapidly rising worldwide.

On the other hand, when thinking about the development of Agile Applications, Jira instantly sprints into mind.

Jira integration

Jira handles problems & tasks for tech teams as part of the Atlassian product offering. And it integrates nicely with other tools for Atlassian software development. In short, Jira is the obvious choice for Issue/Project Management for many development teams. This is particularly true as other Atlassian products are being used in the production of software.

The need for integration becomes clear with the above positioning of ServiceNow & Jira in the room for IT Service Management & Software development in mind.

I’ve summarized two examples of potential situations here.

For all IT facilities, the IT department of an organization uses ServiceNow to provide users with a One-Stop-Shop portal. This involves problems with software reporting. Jira is used by in-house tech teams to handle questions/projects. Generally, since it is used for Coding/Collaboration, they prefer the Atlassian suite.

Incidents recorded on ServiceNow by a user must be transmitted to Jira as a concern to be resolved by the Software team.

If the software team experiences infrastructure problems, they must be forwarded as an incident to ServiceNow.

An organization uses ServiceNow for ITSM, and an external software provider offers one or more software packages. The software provider monitors all Jira customers’ problems with the software. Then you need to build a Jira problem for the incident in ServiceNow and get status updates.

Top 30 frequently asked Servicenow Interview Questions !

How to select the right technologies for your integration setup

Three things often need to be addressed when creating an integration of two ticketing tools:


At either end of the integration, the ticketing tools have the means to monitor what data is sent to the other side and how incoming information is interpreted. The integration should not be disrupted by changes in the ticketing tools. They can instead be easily mirrored in the integration process.


A stable integration is one that always works for the user, even if the other side is not used for any reason (such as maintenance). To ensure always-on integration, operational maintenance capability is essential.

Configuration flexibility:

The integration is capable of bridging the gaps between the two systems. The first mandatory step is to be able to effectively attribute mapping. The versatility to align the differences in the process between teams/organizations is a second

This is precisely because Exalate was engineered to meet the above specifications. And it meets the requirements for the integration scenarios for the ServiceNow Jira mentioned.

I will show you in the chapters below how the above aspects are discussed in more depth by Oxalate. But first, let’s go through the step-by-step phase of how the integration should be set up!

How to Configure a Jira Integration (a Step-by-Step Process)

We’ll get into the Jira integration step-by-step process.

Phase 1:

On the Case, install the Exalate app.

You’ll have to use an “update set” to install Exalate on your case.

Installing an Exalate app on an instance of ServiceNow

Phase 2:

Install the Jira Instance Exalate App

It needs to be mounted on both sides of the integration for Exalate to operate.

This means that you’ll have to install Exalate on Jira as well. As a Jira app installation, this will be the straight forward phase.

For Jira Cloud Installation

Installation on Jira Server

Phase 3:

A glance at the Exalate Console.

The Exalate console provides system administrators with a user interface to configure & manage the integration.

Exalate console can be directly accessible as an App within the ServiceNow instance after installation.

Incorporation of Console Jira

Similar configuration options are offered on the Jira side as an application, as well.

Jira to Servicenow console integration

On the one side, you can build/manage your configuration with the Exalate console. You can also display Sync Queues, on the other hand, and check/resolve errors.

Such skills can help to successfully sustain integration.

But let’s move on to setting up a link between your example of Jira and ServiceNow.

Phase 4:

Build a Jira and ServiceNow Link

1. Give an invitation code for an invitation

Once both ServiceNow & Jira have the Exalate agent enabled.

Either side can initiate the connection, or the other side can accept the invitation to connect.

  • Configure the Exalate ServiceNow agent Link
  • Configure the Exalate Jira Cloud Link
  • Configure an Exalate Jira Server Link

But here’s a rundown of what this boils down to.

You will need to initiate a connection first on the Connections tab.

Initiate inclusion

You’ll then have to choose the form of a link. That is either communicating with the open or not accessible side of the other side.

Form of Link for integration

Then you’ll have to pick between models with pre-existing sync rules. Don’t think about this setup or choosing the wrong one. Later, you’ll be able to edit this. In step 6, we’ll get back to this.

Choosing a link name and “Initiate connection” is the only thing left to do here.

Integration of links

Fast note:

The Active option can be turned on and off, which means that a link can be prepared before you need it.

This will produce a code for an invitation. To accept the invitation, you will have to copy this so that the other side can.

Code of Invitation for incorporation

2. Accept the code for the invitation

The code you just created is what you’re going to use on the other side to accept the invitation. So, transfer to the other side, go to Relations and Invitation to Accept.

Go ahead and stroll past the code.

Accept the Invitation to Integration

The code is automatically checked once you have clicked on Next.

Based on the invitation, your link form will be set automatically.

You will be able to configure the sync rules separately, from the other side, on this side. On intent, this has been achieved, so each side can remain autonomous.

You do not, however, have to configure this here yet. In Step 6, we’ll configure this later.

We will move on to setting up a rule that will serve as a trigger for synchronization after you have accepted the invitation and a link has been formed.

Phase 5:

To decide when to sync, configure your Synchronization Triggers

If a link is formed between ServiceNow and Jira, the key integration work will begin.

Make both sides agree on rules for synchronization

At this point, to decide whether an incident on the ServiceNow side needs to create an issue on the Jira side or vice versa, close collaboration between the incident/issue manager is required.

On ServiceNow Exalate & Jira Exalate, the agreement can be specified separately, enabling all possible scenarios. It’s also possible, though, that you are an admin on both sides.

Configure an automatic trigger for synchronization

If the process managers have agreed that whenever an event is assigned to a Jira ServiceDesk Assignment category, an issue needs to be generated on the Jira side.

In Exalate ServiceNow, the Trigger identified looks like the following:

Integration cause of Servicenow Jira

If they also agree at the same time that whenever a Jira problem has IssueType ServiceNow, it will produce a ServiceNow incident for ServiceNow teams to fix.

In Exalate Jira, the established trigger looks like the following.


ServiceNow is being embraced by many ITSM teams as the best-in-class solution. Jira is also commonly regarded as the optimal solution by production and project management teams.

As effective cooperation is crucial for any successful enterprise, interactions between these systems are increasingly prevalent. It is important to take into account the following three aspects when considering the correct technologies for setting up the integration. You can learn more about other integration through ServiceNow training.