We currently use Exalate to connect Jira on-premise and Service Now, the connection usually works fine but there are times when an issue appears as synced but really isn't, for example if the issue has gone to "resolved" status in Jira, it shows that it’s synchronized, everything seems correct, but in Service Now it continues to show "in progress" status and you have to synchronize it again to solve it.

It's a problem for our client as, from time to time, there are complaints of out-of-sync issues that apparently are in sync, and Exalete doesn't return an error or something to alert us either.

Is there a way to verify that the sync succeeds 100% or that the state has changed successfully?

  1. Ariel Aguilar

    Hi there,

    There are many factors that might affect the expected result. Could you share your configuration on the ServiceNow side for status mapping?

    Kind regards,


CommentAdd your comment...