How a ServiceNow Jira Connector Can Improve Workflows in 2026

How do you get a ServiceNow incident to appear on a Jira task? Get a ServiceNow Jira connector.

Sounds straightforward, right? Well, not quite.

Before connecting a ServiceNow instance with a Jira site, you need a connector or integration that can fetch, transform, and secure the data correctly from both sides. The connector handles authentication, payload transformation, field mapping, and error recovery, all without manual intervention.

This guide explains the working principles of a Jira ServiceNow connector, compares leading solutions, and helps you choose the right option for your organization.

Note: Jira now refers to issues as “work items.” Throughout this guide, we use the updated terminology—a single issue is now a “work item,” all issues are “all work,” and issue types are “work item types.”

Key Takeaways

• A ServiceNow Jira connector bridges IT service management and software development by automatically syncing incidents, problems, change requests, and work items between platforms.
• Effective connectors support bidirectional sync, real-time updates, custom field mapping, and platform-native triggers without requiring shared credentials between organizations.
• Security certifications (ISO 27001), encryption standards, and role-based access control are essential evaluation criteria—especially for cross-company integrations.
• Exalate offers AI-assisted configuration (Aida) for quick setup plus full Groovy scripting for complex multi-platform scenarios involving Jira, ServiceNow, Azure DevOps, Salesforce, Zendesk, Freshdesk, Freshservice, and Asana.
• The right connector eliminates manual ticket transfers, reduces resolution times, and keeps both ITSM and development teams informed without context-switching.

Use Cases for a ServiceNow Jira Connector

Here are scenarios where your organization or team might need a ServiceNow Jira connector:

• Escalate customer-reported incidents to development teams. Sync different ServiceNow entities to a Jira bug so customer support can share context with developers and QA experts. When support triages an incident and identifies a software defect, the relevant details automatically appear in Jira for the development team.
• Provide complete context with attachments. Get attachments from incidents, problems, or requests to appear on corresponding Jira work items. Screenshots, log files, and customer communications transfer automatically, giving developers full visibility into user pain points.
• Maintain real-time status alignment. Use automated status updates to keep internal and external teams working on the same project informed. When developers resolve a bug in Jira, the linked ServiceNow incident updates automatically. Maintain priority and urgency of tasks across both platforms.
• Share project details with external partners. Sync stories, scrum tasks, and epics to provide details to external partners, suppliers, vendors, and MSPs without granting direct system access.
• Keep customers informed about product changes. Use synced change requests to update customers and clients about upcoming product changes in real-time.
• Enable root cause analysis. Obtain data about reported problems and defects for comprehensive root cause analysis across both ITSM and development platforms.

The application areas for ServiceNow Jira connectors go as far as human imagination and API limits allow. You can see a list of all supported entities and fields for both Jira and ServiceNow integration.

How Does a ServiceNow Jira Connector Work?

To understand the basic working principles of a ServiceNow connector for Jira, consider this scenario:

Team A creates an incident on their local ServiceNow instance. This action triggers a webhook request to send the information to a bug on Team B’s Jira site.

But for that to happen, the user must pass authentication to verify their identity. The connector deploys OAuth or Basic authentication and verifies the API token.

Once user ID records are validated, the payload undergoes transformation from HTML (ServiceNow) to Markdown (Jira). Field values map according to configured rules: ServiceNow “state” becomes Jira “status,” “urgency” maps to “priority,” and so on.

With correct mapping, the Jira bug reflects the user’s comments, incident description, attachments, and other fields. Both platforms stay in sync as updates flow bidirectionally.

This is the basic working principle of a Jira ServiceNow connector.

Features to Consider When Choosing a ServiceNow Jira Connector

Selecting the right connector impacts your integration’s reliability, scalability, and security. Here are the essential evaluation criteria:

Synchronization Capabilities

• Bidirectional vs. unidirectional sync. Some connectors only push data one way. For true collaboration, you need bidirectional sync where changes on either platform reflect on the other. When a developer updates the status in Jira, support should see it in ServiceNow without manual intervention.
• Real-time vs. polling-based updates. Real-time sync uses webhooks to trigger immediate updates. Polling-based sync checks for changes at intervals. Real-time is faster but requires proper webhook configuration. Polling is simpler but introduces latency.
• Conflict resolution. When both sides update simultaneously, the connector needs rules for handling conflicts. Look for solutions that queue changes during downtime and merge parallel updates intelligently.

Customization and Flexibility

• Custom field mapping. Every organization has unique fields. The connector should map standard fields out-of-the-box and allow custom field configuration without coding, or with scripting for complex scenarios.
• Platform-native triggers. Effective connectors use each platform’s native query language for triggers. For Jira, that means JQL (Jira Query Language). For ServiceNow, it’s the ServiceNow search syntax. Platform-native triggers enable granular control over which records sync.
• Scripting capabilities. For advanced use cases, look for connectors supporting custom scripting. Groovy-based scripting engines allow transformations, conditional logic, and complex field mappings that no-code solutions can’t handle.

Security and Compliance

• Encryption standards. Data should be encrypted both in transit (TLS/SSL) and at rest. Credentials should never be stored in plain text.
• Compliance certifications. ISO 27001 certification indicates mature security practices. Look for connectors that undergo regular third-party security audits.
• Role-based access control. Administrators should have full configuration access while users get appropriate visibility based on their job functions. Fine-grained permissions prevent unauthorized access.
• No credential sharing. Cross-company integrations should work without exposing system passwords or API keys between organizations. Each party authenticates to their own systems only.

Operational Control

• Independent configuration. Each organization should control its own integration settings. Changes on one side shouldn’t require approval from the other—critical for external collaborations.
• Error handling and recovery. Look for detailed error descriptions, automatic retry mechanisms, and the ability to handle offline scenarios gracefully.
• Scalability. The connector should handle increasing data volumes and more complex workflows without performance degradation.

AI and Automation

• AI-assisted configuration. Modern connectors offer AI features that generate sync scripts from natural language descriptions, reducing setup time and technical barriers.
• Pre-built templates. Connection templates with standard field mappings accelerate deployment. You shouldn’t have to configure incident-to-bug mapping from scratch.

Reliable ServiceNow Jira Connectors: A Comparison

After evaluating solutions based on reliability, scalability, customizability, security, and reputation, here are the leading ServiceNow Jira connectors:

ServiceNow IntegrationHub

ServiceNow IntegrationHub is ServiceNow’s native integration platform. It provides spoke-based connections to external systems, including Jira, using Flow Designer for workflow automation.

IntegrationHub works well for organizations deeply invested in the ServiceNow ecosystem. However, it requires the remote side to adapt to ServiceNow’s integration model, which can limit flexibility for cross-company scenarios.

Best for: Organizations standardizing on ServiceNow who need internal Jira connectivity.

Limitation: Less suited for external partnerships where both sides need independent control.

Exalate

Exalate supports bidirectional Jira ServiceNow integration with a Groovy-based scripting engine for customizing connections.

You can use AI along with scripting through Aida, the AI-assisted configuration feature. Aida generates sync scripts based on your inputs, existing configurations, and Exalate’s scripting API. Describe what you want to sync in plain language, and Aida produces the corresponding scripts.

Exalate supports automated integrations using platform-native triggers that rely on search syntax to establish granular control over connections. Jira triggers use JQL; ServiceNow triggers use the ServiceNow search syntax.

• Supported platforms: Jira (Cloud), ServiceNow, Azure DevOps, Azure DevOps Server, Salesforce, Zendesk, Freshdesk, Freshservice, GitHub, Asana, and custom connectors.
• Security: ISO 27001 certified, encryption of data in transit and at rest, role-based access control. Visit the Exalate Trust Center for compliance documentation.

Jira Service Management Native Integration

Atlassian provides a native integration between Jira Service Management and ServiceNow through the ServiceNow Store. This integration sends ServiceNow incident events to JSM with detailed information and forwards JSM alerts as incidents to ServiceNow.

The native integration handles basic alert and incident synchronization well. For advanced use cases involving custom fields, complex workflows, or multiple ServiceNow-Jira connections, third-party connectors offer more flexibility.

Best for: Organizations using both JSM Premium and ServiceNow who need alert-focused integration.

Getint

Getint offers a no-code ServiceNow Jira integration available through the Atlassian Marketplace. It emphasizes simplicity with Quick Build features that automatically map fields and types between applications.

The platform supports filtering by assignment group, status, and priority to control which items synchronize. Getint works with both Jira Cloud and on-premise deployments.

Best for: Teams wanting a quick setup without scripting requirements.

ZigiOps

ZigiOps is a standalone no-code integration platform supporting Jira-ServiceNow connections. It emphasizes template-based setup with customizable field mappings.

The platform doesn’t store transferred data and supports both on-premise and cloud deployments. ZigiOps provides unlimited users and workflows without per-user licensing.

Best for: Organizations wanting a standalone integration platform without coding requirements.

How to Integrate Jira and ServiceNow: A Step-by-Step Guide

This tutorial demonstrates how to integrate Jira and ServiceNow using Exalate. 

Go to the Exalate app. If you already have an account, you can log in directly. 

New users can create an account by manually entering their email and verifying it, or by signing up using Google.

Creating a Workspace

Workspaces help you organize and manage your integrations and connections in a single place. You can find all your existing workspaces under the “Workspaces” tab.

To create your first workspace:

• Click the “+ Create Workspace” button.
• Enter a name and description for your workspace.
• Click “Create workspace” to confirm.

Creating Your First Connection

Once you have a workspace, you can start creating connections between Jira and ServiceNow. If you already have an existing workspace, you can view all your connections under the “Connections” tab, where you can edit connection settings and view other connection details.

Note: To create a connection, you’ll need an active Exalate account with at least one workspace and the access credentials for the systems you want to connect.

Jira ServiceNow Connection Setup Steps

• Click “+ Add connections” > “Create new connection”.
• Enter the name for your first system (System A). You can name either Jira or ServiceNow as System A—it doesn’t matter which one goes first.

• Enter the URL of your system. For example, if you start with ServiceNow, enter your ServiceNow instance URL.

• Once you enter the URL, a validation check occurs. If your system is already part of the existing workspace, authentication happens automatically. If the system is part of a different workspace, it will be imported into your current workspace.
• For new systems, you’ll need to enter your authentication details. ServiceNow uses Basic authentication, and Jira uses OAuth.
• Complete the same setup process for the Jira side.
• Give your connection a name and description.

• Click “Next”.
• Review the details to ensure they are correct, then click “Create connection”.

When the process is complete, select “Continue to configuration” and choose a Jira project you want to use for synchronization.

Then click “Build & continue”.

Jira ServiceNow Configuration Options

After creating your connection, you have two configuration options: “Quick Sync” and “Edit & Test”. 

Let’s explore both.

Quick Sync: Publish & Quick Sync

This option allows you to sync one item between Jira and ServiceNow to verify that your connection works properly. This is an optional step, but recommended for initial testing.

Under the “Item sync monitor,” enter the work item key in Jira or the incident number in ServiceNow.

To sync the first item, click “Sync Now”. To link two existing items, click “Link with existing”.

You’ll receive status updates while the items sync, and once the sync is complete, you can view both synced issues by opening them in a new window.

You can also compare how the synced items will look and how the changes will be applied.

Edit & Test: Open Draft Editor

To start making changes to your sync configuration, click “Create a new version” or select “Open latest draft”.

This ensures you don’t accidentally modify the existing configuration. Changes in the draft are saved automatically.

Click the “Edit” button to open the editor and modify the sync rules.

Understanding Sync Rules

Sync rules are based on Groovy scripts. With these scripts, you can add custom data logic and mapping, along with conditional flows, allowing you to adapt for any complex or advanced use cases and workflows.

The direction of the sync can be changed by clicking the two arrows next to the connection name. 

The scripts are divided into incoming and outgoing scripts:

• Outgoing script: If the sync direction is from Jira to ServiceNow, the outgoing script will hold the values passed from Jira to ServiceNow.
• Incoming script: The incoming script defines how the values coming from Jira are mapped in ServiceNow.

These scripts will be reversed if the direction changes.

Replica works like a message payload and holds the actual data passed between the synced entities. It exists in JSON format. 

To sync new values, you can enter the sync script yourself if you are familiar with Groovy. 

To stop something from syncing (for instance, attachments from Jira to ServiceNow), simply remove that script line from the corresponding script.

AI-Assisted Configuration

To save time and simplify the scripting process, you can use Exalate’s AI-assisted configuration feature called Aida to generate sync scripts. 

Aida is available in both incoming and outgoing script sections, so choose the appropriate side accordingly.

Aida helps you in two ways:

• For Outgoing scripts: Describe what data should leave your system. For example, “Exclude attachments” or “Only sync high-priority issues.”
• For Incoming scripts: Describe how incoming data should be applied to your system. For example, “Map statuses” or “Set a default assignee if the user can’t be found.”

Based on Exalate’s scripting API and your existing scripts, Aida generates working Groovy scripts with proper field mappings for you.

Once Aida finishes drafting your script, review the suggested changes. Green highlights indicate new lines that will be added, while red highlights show lines that will be removed from your script. You can choose to “Insert” or “Discard” Aida’s suggestions.

The outgoing and incoming scripts work independently, as does Aida, so maintain separate context and direction for each prompt.

Note: While Aida is helpful, like any AI tool, please review the generated code before applying it.

TestRun: Validate Before Production

Once your sync scripts are ready, you can choose to “Save script” or proceed to test them using the “Start Test Run” option.

To test the configuration, select the items you want to apply the sync to. You can select multiple items. Once selected, click “Start Test Run”. You can now view all the incoming and outgoing replicas for each item you selected in their respective tabs.

Review how the sync configuration will be applied to your items, preview the replica, and verify that the field mappings look correct. If needed, go back, adjust the scripts, and test again. Deploy only when you’re confident everything works correctly.

This safety net prevents errors from affecting live data.

Once everything matches your needs, click “Publish Version” to apply the updated configuration to your live synchronization. 

All versions for a connection are available in the “Version” dropdown. Versions can be either “Active”, in “Draft” (editable), or “Archived”.

Adding Triggers

To start your sync automatically, it’s important to add triggers, which are conditions or filters you apply to specific items. For instance, you can sync all Jira work items that have a label “dev”, or sync all incidents in ServiceNow that belong to a specific assignment group.

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

• For Jira: You can use Jira Query Language (JQL) to specify conditions for work items or sprints.
• For ServiceNow: You can use the advanced search syntax to apply the trigger to incidents, problems, change requests, etc.

Save your changes by publishing them.

Deploy and Monitor

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

Unfortunately, troubleshooting errors is a significant part of synchronization, especially in script-based tools like Exalate, which allow the flexibility of setting up complex workflows.

Troubleshooting with Aida

Aida AI helps you troubleshoot errors faster by offering clear and context-aware suggestions to resolve errors right where you see them.

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 the AI-generated suggestion in the modal window. This includes a short explanation of the error and a proposed solution for it.

You can also “View Full Analysis” to get more context. 

Additionally, you can view “Error details” to copy the stack trace and “Replicas” to view the JSON format, if required. 

Choose to “Resolve” and retry errors as needed.

Detailed Use Cases For ServiceNow Jira Connector

Case 1: IT-to-Development Escalation

Challenge: The ITSM team receives incidents in ServiceNow. After investigation, they determine certain issues stem from software bugs requiring developer attention. Without integration, someone manually logs a Jira work item, copies details, and later updates ServiceNow when resolved.

Solution: Configure bidirectional sync between ServiceNow incidents and Jira bugs. When support escalates an incident, a Jira work item appears automatically with full context—description, attachments, priority, and customer impact data.

Real-World Application: Nviso gained a competitive advantage through deep ticket integration across multiple teams. When their security operations center identifies incidents requiring engineering fixes, the details flow to development automatically. Resolution notes sync back, keeping customers informed throughout.

Case 2: Partner Collaboration Without System Access

Challenge: External development partners need visibility into customer-reported defects. But granting them access to internal ServiceNow instances creates security and compliance risks.

Solution: Sync selected incidents to a Jira project that the partners can access. Control exactly which fields transfer: exclude internal notes, cost data, or sensitive customer information while sharing technical details needed for resolution.

Real-World Application: WirelessCar used Exalate to streamline collaborations with other automotive brands. Partners see relevant technical information in their own Jira instances without accessing WirelessCar’s internal systems.

Case 3: MSP Multi-Client Management

Challenge: Managed Service Providers handle incidents for multiple clients, each with their own Jira or development environment. Managing separate integrations without a unified approach creates operational chaos.

Solution: Establish independent connections per client while managing them through a single interface. Each client’s data remains isolated. Sync rules are customized to their specific field mappings and workflows.

Real-World Application: MSPs serving healthcare, financial services, and technology clients configure separate connections respecting each industry’s compliance requirements. HIPAA-sensitive data stays within healthcare client connections; financial data remains isolated.

Case 4: Post-Acquisition System Consolidation

Challenge: After a merger, one company uses Jira while the acquired company uses ServiceNow. Forcing immediate migration disrupts both teams. Teams need to collaborate during a transition period.

Solution: Connect both systems bidirectionally. Teams continue working in their familiar platforms while data flows automatically. Over time, you can migrate at your own pace without operational disruption.

Real-World Application: Acquiring companies establish temporary integrations that become permanent when both systems prove valuable for different functions. Development stays in Jira; IT service management stays in ServiceNow. The integration bridges them indefinitely.

Case 5: Customer Success and Product Development Alignment

Challenge: Customer success managers track feature requests and enhancement ideas in ServiceNow. Product teams prioritize work in Jira. Without integration, feature requests get lost or duplicated.

Solution: Sync enhancement requests from ServiceNow to a Jira product backlog. Product managers see customer-originated requests alongside internally-generated items. Status updates flow back, so customer success knows which features are in progress.

Real-World Application: LF Logistics improved their collaborative environment by streamlining processes between teams working on similar projects. Customer feedback reaches product teams faster, and customers get status updates without customer success manually checking development systems.

Why Choose Exalate for Jira and ServiceNow Integration?

Exalate’s ServiceNow Jira connector addresses common integration challenges:

• Improved customer satisfaction. Reduced resolution time and increased service quality. When support and development share context automatically, customers get answers faster.
• Simplified incident management. Automated updates and seamless workflow integration make incident management straightforward. Status changes propagate automatically.
• Scalable architecture. Exalate scales with increasing workloads through a scripting engine that supports custom integration mapping.
• Full operational control. Each side maintains complete autonomy over its sync configuration. You control what data leaves your system and how it transforms. Partners can’t see your sync scripts, and configuration changes on one side don’t require coordination with the other.
• Security-first design. ISO 27001 certified with encryption of data both in transit and at rest, role-based access control, and no credential sharing between organizations. Visit the Exalate Trust Center for compliance documentation, architecture diagrams, and penetration testing results.

Conclusion

A ServiceNow Jira connector eliminates the manual work of transferring information between IT service management and software development. The right solution automates data exchange, maintains security boundaries, and scales with your organization.

When evaluating options, prioritize bidirectional sync capabilities, security certifications, customization flexibility, and operational control. For complex scenarios involving multiple platforms or cross-company collaboration, scripting capabilities and AI-assisted configuration accelerate deployment.

Frequently Asked Questions

What is a ServiceNow Jira connector?

A ServiceNow Jira connector is software that enables automatic data synchronization between ServiceNow and Jira. It handles authentication, data transformation, field mapping, and error recovery to keep both platforms aligned without manual intervention.

Can I sync custom fields between ServiceNow and Jira?

Yes. Most connectors support custom field mapping. Exalate’s scripting engine allows mapping any ServiceNow field to any Jira field with custom transformation logic when needed.

What ServiceNow entities can sync with Jira?

Common entities include incidents, problems, change requests, catalog requests, CMDB items, and custom tables. The specific entities depend on your connector and configuration.

Can I integrate multiple ServiceNow instances with one Jira site?

Yes. Exalate supports multiple connections from a single Jira instance to multiple ServiceNow instances. Each connection has independent sync rules and triggers.

Is coding required to set up the integration?

Not necessarily. Many connectors offer no-code configuration for standard use cases. For advanced scenarios, scripting capabilities provide flexibility. Exalate’s Aida generates scripts from natural language descriptions, reducing coding requirements.

What’s the difference between unidirectional and bidirectional sync?

Unidirectional sync pushes data one way—for example, from ServiceNow to Jira. Bidirectional sync updates flow both directions, so changes in either platform reflect on the other.

How does Exalate’s AI-assisted configuration work?

Aida reads your plain-language description of what you want to sync, considers your existing configuration and Exalate’s scripting API, then generates the corresponding sync scripts. Review and adjust before publishing.

What platforms does Exalate support beyond Jira and ServiceNow?

Exalate connects Jira Cloud, ServiceNow, Azure DevOps, Azure DevOps Server, Salesforce, Zendesk, Freshdesk, Freshservice, GitHub, Asana, and custom platforms through its connector framework.

Is the integration compliant with data protection regulations?

Exalate maintains ISO 27001 certification and supports compliance with international data protection regulations. For specific compliance questions, consult the Exalate Trust Center and your organization’s compliance team.

Recommended Reading:

• Jira ServiceNow Integration: Connect Jira & ServiceNow
• ServiceNow Integrations: Sync ServiceNow & Other Tools
• How to Set up Two-way Syncs between Multiple Systems
• Advanced Integration Use Cases
• How to Implement Jira Work Item Sync For Cross-Team Collaboration
• ServiceNow Connectors: How To Connect Systems and Companies
• Everything You Need to Know About ServiceNow Data Integration
• Jira ServiceNow Integration Use Cases