Everything You Need to Know About ServiceNow Data Integration in 2026

Companies looking to unify ServiceNow data with other applications or ServiceNow instances need to find an integration solution or build one from scratch.

Regardless of your choice, the ServiceNow data integration must be able to process requests and fetch accurate data without exposing the system infrastructure to security vulnerabilities.

If you want to learn how ServiceNow data integration works and the benefits of integrating ServiceNow with other platforms, this guide covers everything you need to know.

Key Takeaways

• ServiceNow data integration consolidates data from multiple sources into your ServiceNow instance, enabling a unified view of project-relevant insights for informed decision-making.
• Critical integration features include pre-built connections, security protocols (OAuth 2.0, encryption), flexible data mapping, event triggers, and AI-assisted configuration for faster implementation.
• Integration solutions fall into four categories: native Integration Hub for simple workflows, third-party tools like Exalate for deep cross-platform sync with scripting control, iPaaS platforms (MuleSoft, Boomi) for middleware scenarios, and custom code for highly specific requirements.
• High-value use cases extend beyond basic ticket sync to include data warehouse replication for BI, HRSD-to-Workday automation, SecOps-to-SIEM threat response, ITOM discovery with cloud APIs, and CI/CD pipeline integration for change management.
• When evaluating tools, prioritize role-based access control, encryption of data in transit and at rest, and independent configuration control where each organization manages its own sync rules.

A Quick Overview of ServiceNow Data Integration

ServiceNow data integration is the process of consolidating data from multiple sources to your ServiceNow instance to gain a unified view of project-relevant insights, which can be used to make decisions.

Enterprises and organizations in different industries rely on ServiceNow to manage IT services (ITSM), business processes (ITBM), operations (ITOM), and customer service (CSM).

This broad application makes ServiceNow a fountain of internal service-oriented and customer-specific data.

ServiceNow has a service-oriented architecture (SOA), which allows it to connect with other systems bidirectionally via direct and mapped web services or technologies such as SOAP, REST, etc.

It also supports data sources such as HTTP(s) and FTPs and formats such as CSV, XLS, and XML.

To ensure the user or system requesting information is authorized, ServiceNow provides a JWT-based OAuth 2.0 authentication protocol and stores the data in remote tables, forms, and lists.

Key Components and Features of ServiceNow Data Integration

Here are the must-have features for ServiceNow data integration tools:

• Pre-built connections: A library of default connections or data flow templates for handling simple synchronization use cases. For example, a connection between ticket descriptions across platforms.
• Security features: Authentication and authorization protocols (Basic Auth and OAuth). Other options include API keys, tokens, and HTTPS. Firewalls can also boost integration security between ServiceNow and third-party applications. Look for solutions with ISO 27001 certification, role-based access control (RBAC), and encryption of data both in transit and at rest.
• Data mapping console: This could be an AI-assisted configurator or a scripting engine for establishing the sync rules between two platforms. Advanced solutions offer Groovy-based scripting for complex transformations and conditional logic.
• Reporting and analytics: Performance metrics for every connection help teams monitor sync health, identify bottlenecks, and ensure data consistency across platforms.
• Event triggers: Automated scripts or controls that determine what happens when an event occurs—say, the user creates a new ticket. Triggers give both sides granular control over their respective ends of the connection.
• AI-assisted configuration: Some solutions contain AI-enabled assistants for admins looking for scripting help. These tools generate sync scripts from natural language prompts, reducing implementation time and lowering the barrier for non-technical users.
• Notifications and automation: These components keep admins updated about events or user actions. Setting up notifications helps you know when a ticket is raised or a connection fails.

Other features and components of ServiceNow API integration include support portals, error handling mechanisms, configuration spokes, and troubleshooting tools.

The Best ServiceNow Data Integration Solutions

Let’s go through some of the best ServiceNow data integration tools. We considered factors like reliability, platform compatibility, customizability, security, and performance.

Integration Hub

ServiceNow Integration Hub is the native ServiceNow solution that enables users to build integrations to connect with third-party systems and services.

Integration Hub allows users to build spokes—event-driven configurations—using the Spoke Generator. You can also use it to define event inbound and outbound trigger endpoints after the webhook has been authenticated.

The Workflow Studio also allows users to sync data across multiple instances and build custom integrations using a REST or Script step. You can also connect your Apache Kafka.

As part of security, ServiceNow Integration Hub stores information and credentials when connecting with external systems using aliases. This reduces the work of manually setting up aliases for specific systems.

Third-party Integration (Exalate)

Integration Hub works well for ServiceNow-to-ServiceNow integrations because both platforms are compatible. However, for non-compatible applications, admins still need to establish the integration logic and framework.

That’s where third-party integration solutions like Exalate come in.

Exalate supports bidirectional integration between ServiceNow instances, as well as ServiceNow with other ITSM, CRM, or work management solutions, including Jira, Azure DevOps, Salesforce, Zendesk, Freshdesk, Freshservice, Asana, and GitHub.

Exalate supports deep integration with full scripting control over what data leaves your system and how incoming data is processed. Each organization maintains complete operational autonomy over its side of the connection.

Exalate provides AI-assisted configuration through Aida, which generates sync scripts from plain language prompts. For complex requirements, Groovy-based scripting offers unlimited customization possibilities.

Exalate maintains ISO 27001 certification, role-based access control (RBAC), and encryption of data both in transit and at rest. For detailed security documentation, visit the Exalate Trust Center.

Custom Code

Organizations opt for custom code when they want to keep integration development in-house or if they can’t find a fitting solution for their specific use case.

To get custom code to work, hire or assemble a team of developers with in-depth knowledge of the platform. Connection options include SOAP and REST web services, which can send and receive data via HTTP POST requests.

You can also set up event triggers by configuring webhooks to notify you about system changes, record updates, and workflow completions. The data loader fetches and transforms massive data sets in the appropriate format.

The drawback to ServiceNow data integration using custom code is that you need to worry about compliance and industry regulatory requirements. You also have to account for security and privacy, ongoing maintenance, and technical debt accumulation.

iPaaS Solutions

iPaaS solutions act as middleware that bridges the compatibility gap between different systems in order to get them to exchange data and unify workflows.

These solutions combine no-code configuration with code-based algorithms and triggers to control how the configuration works.

• MuleSoft: Enterprise-grade API management and integration platform. Part of the Salesforce ecosystem.
• Boomi: Cloud-native iPaaS with pre-built connectors and low-code interface.
• Workato: Automation-focused iPaaS with workflow bots and data hub capabilities.
• Zapier: Simple automation for “fire and forget” scenarios. Limited customization.
• Make (formerly Integromat): Visual automation builder with broader customization than Zapier.

Modern iPaaS solutions for ServiceNow data integration are hosted on cloud, hybrid, or on-premises architecture.

ServiceNow iPaaS integration solutions include Boomi, Perspectium, MuleSoft, Make, Zapier, Workato, and Jitterbit Harmony.

What Are The Benefits of ServiceNow Data Integration?

Organizations can benefit from ServiceNow data integration in several ways:

Access to better data quality

Integrating ServiceNow with other applications enables the automatic transfer of data between them. This eliminates the need for manual data entry and ensures strict adherence to mapping rules and synchronization workflows.

As a result, the data obtained from such integration scenarios has a higher level of accuracy and overall quality.

Informed decision-making

With access to better-quality data, managers, stakeholders, and executives can make decisions based on actual insights.

Say you implement Zendesk ServiceNow data integration; stakeholders will be able to determine how your customer support efforts translate into user satisfaction.

Broader access to analytical tools

One benefit of ServiceNow data integration with other systems is gaining access to other analytical tools.

For instance, organizations that integrate ServiceNow and Salesforce will be able to generate insights from tools like Tableau Cloud and Einstein Predictions.

Better business relationships

External teams working with different systems can establish transparent, symbiotic relationships with partners and clients. For instance, Nviso, a cybersecurity MSP, uses Exalate to connect Jira and ServiceNow to maintain deep ticket integration with clients.

Similarly, the shipping company MAERSK used Exalate’s ServiceNow integration to streamline processes between its call center and support teams.

Improve customer experience

Integrating CRMs and help desk applications makes it possible for support teams to address customer complaints promptly with a clear view of their interactions.

ServiceNow CRM integration ensures access to multiple data sources, which provides a broader data set to help decrease resolution times and improve overall service delivery.

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What Are The Challenges of ServiceNow Data Integration?

Setting up a ServiceNow API integration could get challenging because of the following reasons:

The absence of real-time data availability

Simple changes can happen in real time. However, for projects and organizations with massive data sets, finding a solution that can perform real-time ServiceNow data integration can be difficult.

Most times, you’d need to process the transactions in batches to avoid clogging up the sync queues and overloading the integration solution.

Performance issues

Most iPaaS and third-party integrations are built to scale and maintain consistent performance levels; however, the larger the data volume, the less predictable the system.

Network timeouts, sync failures, data loss, and data inconsistency are challenges that can reduce the efficacy of ServiceNow data integration.

The alternative is to schedule massive data transactions outside of business hours, which doesn’t bode well for time-sensitive exchanges.

Complicated error handling

You can map the wrong objects or entities, or an error in your script can prevent the operation from running.

Without a proper error-handling mechanism, system admins can only rely on experience and trial and error to figure out what’s gone wrong with the sync. This can be frustrating. AI-assisted troubleshooting tools can help diagnose issues faster.

Lack of technical expertise

When the person or team in charge of configuration doesn’t know the programming language for the system, they won’t be able to build complex integrations.

For instance, ServiceNow uses JavaScript, while Salesforce relies on the Java-based Apex. If your devs don’t know the syntax of these programming languages, they’ll struggle to build the integration. AI-assisted configuration tools can help bridge this gap by generating scripts from natural language prompts.

Information security

Since the integration handles sensitive business data, you must pay extra attention to security and privacy. This also involves ensuring that only authorized users have access to the system configuration through role-based access controls.

When connecting with other organizations, it’s impossible to fully account for their data management practices. This puts the data you share with them at risk of exposure. Look for solutions that give each side independent control over their sync configuration—your partners can’t access or modify your rules, and configuration changes on one side don’t require approval from the other.

How to Use Exalate for ServiceNow Data Integration

Create a Workspace

Visit the Exalate integrations page to get started. Create a new account by manually entering your email and verifying it, or sign up using Google.

If you already have an account, just log in to access the dashboard.

Create a workspace where you can manage your integrations and connections. All your existing workspaces are accessible from the “Workspaces” tab.

To create your own workspace, click the “+ Create Workspace” button. Enter a name and description for it, then click “Create workspace.“

Create a Connection

To create a connection, you’ll need an active Exalate account with at least one Workspace and the access credentials for both systems you want to connect (Freshservice and ServiceNow).

Click on “+ Add connections” > “Create new connection“. Enter the name for your first system. Enter the URL of your Freshservice instance.

Wait for checks and authentication to happen automatically under the hood. Systems from a different workspace will be newly registered for the current workspace.

Enter the authentication details. For Freshservice, enter your API key (learn how to fetch your Freshservice API Key). Click on “Check Authentication“. If all is well, you’ll see “Successfully Authenticated“.

Click Next to configure System B (ServiceNow). Follow the same procedure as for your Freshservice instance. For ServiceNow, you’ll need to enter a Username and Password for Basic Auth.

Confirm the Connection Name and add a description (optional). Review the connection setup and click on “Create Connection“. Wait a few minutes so all the checks and setups will be configured in the background.

Once done, click “Continue to Configuration“. Your first connection has been successfully set up in your workspace.

Choose what you want to sync on both sides from the dropdown menu. For Freshservice, select tickets; for ServiceNow, select incidents. Click “Build and Continue“.

Now, you have 2 options: “Quick sync” and “Edit & Test“. Let’s go through them one by one.

Start Quick Sync

This option lets you sync one item between Freshservice and ServiceNow. Under the “Item sync monitor,” enter the ticket ID (for Freshservice) or incident number (for ServiceNow) and click on the “Sync Now” option.

To link 2 existing items, click “Link with existing“. Once the sync is complete, you can view both the synced items in a new window. You can also choose to compare the changes.

Edit & Test

Open draft editor: This option allows changes when you click “Create a new version” or select the “Open latest draft“. This ensures you don’t modify the existing configuration accidentally.

Once active, click the “Edit” button to open the editor and adjust the sync rules (Groovy-based scripts). These scripts let you add custom data logic and mapping for complex or advanced use cases or workflows.

Swap the sync direction by clicking the two arrows next to the connection name.

The outgoing script will hold the values passed from Freshservice to ServiceNow, and the incoming sync will define how the values coming from ServiceNow are mapped in Freshservice.

The Replica is a JSON file that carries the payload containing data being shared across entities on both platforms. You can adjust the sync scripts if you know the Groovy language. Otherwise, use Aida, our built-in AI assistant.

Use Aida to Generate Sync Scripts

Aida exists in both incoming and outgoing script sections, so choose the side accordingly.

For Outgoing scripts: Describe what data should leave your system. 

“Map ticket priority and status.”

For Incoming scripts: Describe how incoming data should be applied to your system. 

“Map custom fields from ServiceNow incidents to Freshservice tickets.”

The scripts are generated based on Exalate’s scripting API and your existing scripts.

Review the output to validate the suggested changes. New lines are highlighted in green, while suggested removals are highlighted in red. Choose to “Insert” or “Discard” the suggestions.

Note: Just like with any other AI solution, review the generated code before applying it.

Once you have your sync scripts ready, you can choose to “Save script” or proceed to dry-run them before publishing.

Test Your Sync

Click “Start Test Run” and “Select items” to sync. You can select multiple tickets or incidents.

Wait a bit, and you’ll see the detailed results of the fields synced and the payload shared between both systems. If you’re satisfied with the results, click “Publish Version“.

You can view all versions from the “Version” dropdown. The versions can be either “Active“, in “Draft” (editable), or “Archived“.

Set Up Triggers

Set up triggers to automate your sync. These are conditions or filters you apply to specific items. For instance, sync all Freshservice tickets that have “priority = high” or all ServiceNow incidents where “category = software“.

Click the “+Add trigger” button to start creating platform-specific triggers.

Choose the entity type (ticket for Freshservice, incident for ServiceNow). Apply your conditions—for example, “group_id = 123” for Freshservice or “assignment_group = IT Support” for ServiceNow. Then, save the trigger.

Troubleshoot with Aida

Troubleshoot your connection with Aida. If there’s an error, go to the “Troubleshooting” tab of your workspace. Hover over the error you want to diagnose and click on the Aida icon that appears next to the error.

You will see all the affected systems, connections, and items. Aida will provide you with a brief analysis of the error message.

To get more information, click on Error Details. You’ll see the impact level, stack trace, error type, and date of occurrence. You can also “View Full Analysis” to get more context.

Fix the error and click on “Resolve“.

That’s it. Your first synchronization will start automatically based on the sync rules and triggers you have set. Happy syncing. 

ServiceNow Data Integration Use Cases

Use Case 1: ServiceNow to Jira Development Escalation

Challenge: IT operations manages incidents in ServiceNow, but when issues require code fixes, development teams work in Jira. Manual escalation means copying incident details into Jira, then copying resolution notes back, wasting time and losing context.

Exalate Solution: Configure bidirectional sync between ServiceNow incidents and Jira work items. When an incident requires development attention, it syncs to Jira automatically. Status updates, comments, and resolution details flow back to ServiceNow without manual intervention.

What Syncs:

• ServiceNow: Incidents (number, short_description, description, state, urgency, priority, impact, work_notes, comments, attachments)
• Jira: Work items (summary, description, status, priority, comments, attachments, custom fields)

Use Case 2: ServiceNow to ServiceNow Multi-Instance Sync

Challenge: After acquiring a company, you’re running two ServiceNow instances with different configurations. Teams need visibility across both instances for incidents affecting shared infrastructure, but full consolidation will take 18+ months.

Exalate Solution: Establish bidirectional sync between ServiceNow instances for critical entities. Each instance maintains its configuration and autonomy while sharing relevant incidents, problems, and change requests.

What Syncs:

• Incidents: number, short_description, state, priority, assignment_group, work_notes
• Problems: problem_statement, workaround, known_error, root_cause
• Change Requests: type, risk, impact, implementation_plan, backout_plan

Use Case 3: ServiceNow to Salesforce Case-to-Incident Escalation

Challenge: Customer-facing support uses Salesforce Service Cloud for case management. When cases require infrastructure investigation, support manually creates ServiceNow incidents and tracks updates across both systems.

Exalate Solution: Sync Salesforce cases with ServiceNow incidents bidirectionally. When a case requires IT involvement, it syncs to ServiceNow. Resolution details flow back to Salesforce automatically, keeping support informed without platform switching.

What Syncs:

• Salesforce: Cases (Subject, Description, Status, Priority, Account, Contact, Comments, Attachments)
• ServiceNow: Incidents (short_description, description, state, priority, work_notes, comments, attachments)

Use Case 4: MSP Multi-Client ServiceNow Management

Challenge: As a Managed Service Provider, you support 15+ enterprise clients. Some use ServiceNow, others use Jira Service Management, Zendesk, or Freshservice. Your internal team uses ServiceNow, but routing client tickets and maintaining data isolation is complex.

Exalate Solution: Configure independent connections for each client. Each connection has its own field mappings, status transformations, and sync rules. Client data remains isolated while your MSP team maintains unified visibility in your ServiceNow instance.

What Syncs (varies by client):

• Client ServiceNow → MSP ServiceNow: Incidents, Problems, Change Requests
• Client Jira → MSP ServiceNow: Work items as incidents
• Client Zendesk → MSP ServiceNow: Tickets as incidents
• Client Freshservice → MSP ServiceNow: Tickets as incidents

Use Case 5: Cross-Company Vendor Collaboration

Challenge: Your organization uses ServiceNow, but a critical software vendor uses Jira for bug tracking. When you discover bugs in their product, you email them details and wait for responses. There’s no real-time visibility into their progress.

Exalate Solution: Establish secure cross-company integration where each organization controls its own sync configuration. Share only the data needed—bug details, status updates, comments—while keeping internal notes and pricing information private.

What Syncs:

• Your ServiceNow: Incidents (filtered fields only—no internal cost data or notes)
• Vendor Jira: Work items (status, resolution, public comments)

Real-World Application: LF Logistics uses Exalate to connect its ServiceNow with vendor partners. When logistics software issues require vendor fixes, relevant incident data syncs automatically. MAERSK sees real-time vendor progress without email chains. Each organization controls what data leaves its system.

Use Case 6: ServiceNow to Zendesk Customer Support Escalation

Challenge: Customer support uses Zendesk for external ticket management. When tickets require IT infrastructure investigation, support manually creates ServiceNow incidents, duplicating information and losing customer context.

Exalate Solution: Bidirectional sync between Zendesk tickets and ServiceNow incidents. Support escalates tickets to IT without leaving Zendesk; IT works in ServiceNow without needing Zendesk access. Updates flow in both directions automatically.

What Syncs:

• Zendesk: Tickets (subject, description, status, priority, requester, comments, attachments)
• ServiceNow: Incidents (short_description, description, state, priority, caller_id, work_notes, attachments)

Use Case 7: ServiceNow to Freshservice IT-to-IT Collaboration

Challenge: Your organization uses ServiceNow, but a partner organization providing co-managed IT services uses Freshservice. Both teams need visibility into shared infrastructure incidents, but neither wants to grant the other admin access to their ITSM platform.

Exalate Solution: Connect ServiceNow and Freshservice bidirectionally. When incidents affect shared infrastructure, they sync between platforms. Each organization works in its preferred tool with real-time visibility into the other’s progress.

What Syncs:

• ServiceNow: Incidents, Problems, Change Requests
• Freshservice: Tickets, Problems, Changes

Use Case 8: ServiceNow to GitHub Development Traceability

Challenge: Developers fix bugs reported in ServiceNow incidents by creating pull requests in GitHub. There’s no automated link between incidents and code changes—compliance teams manually trace fixes for audit purposes.

Exalate Solution: Sync ServiceNow incidents with GitHub issues. When incidents require code fixes, they create linked GitHub issues. Pull request status and commit references sync back to ServiceNow, creating automatic audit trails.

What Syncs:

• ServiceNow: Incidents (number, short_description, description, state, resolution_notes)
• GitHub: Issues (title, body, state, labels, linked pull requests)

Use Case 9: ServiceNow to Asana Project-Based IT Initiatives

Challenge: IT project managers use Asana to coordinate complex initiatives spanning multiple teams. When Asana tasks require IT service actions (procurement requests, access provisioning, change requests), project managers manually create ServiceNow tickets.

Exalate Solution: Sync Asana tasks with ServiceNow catalog items or change requests. Project milestones in Asana automatically trigger ServiceNow workflows; ServiceNow completion status syncs back to Asana for project tracking.

What Syncs:

• Asana: Tasks (name, notes, status, due date, assignee, custom fields)
• ServiceNow: RITM/Catalog Items, Change Requests

Frequently Asked Questions

What ServiceNow entities can Exalate sync?

Exalate supports syncing these ServiceNow entities:

• Incidents: number, short_description, description, state, urgency, priority, impact, category, subcategory, assignment_group, assigned_to, caller_id, work_notes, comments, attachments, resolution_notes
• Problems: problem_statement, workaround, known_error, root_cause, related incidents
• Change Requests: type, risk, impact, CAB_required, implementation_plan, backout_plan, state
• RITM (Request Items): catalog item fields, requested_for, variables, state
• Custom Tables: Any ServiceNow table accessible via API

Field-level sync includes standard fields, custom fields, reference fields, journal fields (work_notes, comments), and attachments.

Which platforms can I connect to ServiceNow using Exalate?

Exalate connects ServiceNow with:

• Jira Cloud
• Other ServiceNow instances
• Salesforce
• Azure DevOps (Cloud and Server)
• Zendesk
• GitHub
• Freshservice
• Freshdesk
• Asana

Each connection operates independently; you can maintain simultaneous connections to multiple platforms with different sync rules for each.

How does Exalate handle bidirectional sync between ServiceNow and other platforms?

Exalate uses a Replica object model. When a ServiceNow incident changes, Exalate captures the changes in a Replica, applies your outgoing sync rules (what data to send and how to transform it), and transmits it to the destination. The destination applies incoming sync rules (how to map received data to local fields) and updates the corresponding record.

Changes flow in both directions independently. If someone updates the Jira work item, those changes sync back to ServiceNow using the same process in reverse. Each side controls its own sync rules; your Jira admin can’t see or modify your ServiceNow sync configuration.

What is Aida and how does it help with ServiceNow integration?

Aida is Exalate’s AI-assisted configuration feature. Instead of writing Groovy scripts manually, describe what you want in plain language:

Example prompt: “Sync incidents from ServiceNow to Jira. Map short_description to summary, description to description, and state to status. Only sync incidents where priority equals 1 or 2.”

Aida generates the corresponding Groovy sync rules. You review the generated code, make adjustments if needed, and deploy. This reduces configuration time from hours to minutes and makes complex integrations accessible to non-technical users.

Aida also assists with troubleshooting; when sync errors occur, Aida analyzes error patterns and suggests fixes.

How do I test ServiceNow integrations before going live?

Exalate provides two testing mechanisms:

Quick Sync: After establishing a connection, sync a single ServiceNow incident to verify basic connectivity and field mapping. This confirms the integration works before configuring triggers for automatic sync.

Test Run: Before publishing configuration changes, run a dry test against selected ServiceNow records. The Test Run shows exactly which fields will sync and the payload that will be transmitted, without actually creating or updating records in the destination system. Review results, adjust sync rules if needed, then publish when satisfied.

How does Exalate handle ServiceNow work_notes and comments?

ServiceNow uses journal fields (work_notes, comments) for ongoing communication. Exalate syncs these bidirectionally:

• work_notes (internal): Can be synced to internal comments in the destination or excluded entirely
• comments (customer-visible): Can be synced to public comments in the destination

You control which journal entries sync and how. For example, sync customer-visible comments to Jira but keep internal work_notes private. Filter comments by author, content keywords, or timestamp.

How do I sync ServiceNow custom fields?

Access custom fields in your sync rules using the field’s API name:

replica.customFields."u_custom_field_name" = entity.u_custom_field_name

Exalate supports all ServiceNow custom field types, including text, number, date, reference, choice list, and multi-value fields. For reference fields, you can sync the display value, sys_id, or both.

How does Exalate ensure data security for ServiceNow integrations?

Exalate implements enterprise-grade security:

• ISO 27001 Certification: Independently verified information security management
• Encryption: Data encrypted in transit (TLS 1.2/1.3) and at rest (AES-256)
• Role-Based Access Control (RBAC): Granular permissions for who can configure, modify, or view integrations
• JWT Authentication: Secure token-based API authentication
• Independent Architecture: Each organization controls its own sync configuration; partners can’t access your scripts or settings

For detailed security documentation, visit the Exalate Trust Center.

What’s the difference between Exalate and ServiceNow Integration Hub?

ServiceNow Integration Hub is native to ServiceNow and works well for:

• ServiceNow-to-ServiceNow integrations
• Simple third-party connections using pre-built spokes
• Workflow automation within the ServiceNow ecosystem

Exalate excels at:

• Deep bidirectional sync with non-ServiceNow platforms (Jira, Salesforce, Azure DevOps, Zendesk, etc.)
• Cross-company integrations where each organization needs independent control
• Complex field mappings and conditional logic via Groovy scripting
• MSP scenarios managing multiple client connections
• Scenarios requiring full scripting control over data transformations

Choose Integration Hub for internal ServiceNow workflows. Choose Exalate when you need deep, customizable integration with external platforms or cross-company collaboration.

Can I integrate multiple ServiceNow instances with Exalate?

Yes. Exalate supports ServiceNow-to-ServiceNow integration for:

• Multi-instance enterprises (regional instances, divisional instances)
• Post-merger scenarios with incompatible ServiceNow configurations
• MSPs connecting client ServiceNow instances to their internal instance

Each connection maintains an independent configuration. You can sync different entities with different rules for each instance pair.

How do I set up triggers for automatic ServiceNow sync?

Triggers define which ServiceNow records sync automatically. Configure triggers using ServiceNow query syntax:

Example triggers:

• priority=1 AND category=Network — Sync all P1 network incidents
• assignment_group=Hardware Support — Sync incidents assigned to Hardware Support

Triggers evaluate continuously. When a ServiceNow record matches trigger criteria, it syncs automatically without manual intervention.

Does Exalate support ServiceNow’s CMDB?

Exalate can sync CMDB configuration items as custom table entities. This enables scenarios like:

• Syncing CI data to external asset management systems
• Linking incidents to CIs and maintaining those relationships in the destination platform
• Replicating CMDB data between ServiceNow instances

CMDB sync requires custom configuration to handle CI classes, attributes, and relationships specific to your implementation.

How do I troubleshoot failed ServiceNow syncs?

When syncs fail, use these tools:

1. Troubleshooting Tab: In your Exalate workspace, view error logs showing failed syncs, error messages, and affected records
2. Aida Diagnostics: Hover over errors and click the Aida icon for AI-assisted analysis and suggested fixes
3. Error Details: View stack traces, impact level, and occurrence timestamps for technical investigation
4. Replicas View: Examine the JSON payload to identify field mapping issues

Common issues include field type mismatches, required field violations, reference data problems, and authentication token expiration. Aida can diagnose the most common errors and suggest specific remediation steps.

Recommended Reads

• Jira ServiceNow Integration: How to Connect Jira and ServiceNow in 5 Steps
• ServiceNow Connectors: How To Connect Systems and Companies 
• How to Integration Guides for Two-way Syncs between Multiple Systems
• Advanced Integration Use Cases
• Practical Jira ServiceNow Integration Use Cases for Your Business
• How to Set up a Salesforce ServiceNow Integration: The Complete Step-by-Step Guide
• ServiceNow to ServiceNow Integration: How to Set up a Two-Way Sync
• How to Set Up a ServiceNow Azure DevOps Integration: The Step-by-Step Guide