# ServiceNow–Jira Integration for Incidents

**URL:** <https://community.exalate.com/t/servicenow-jira-integration-for-incidents/6516>\
**Category:** General Questions\
**Created:** [July 11, 2025, 5:04am UTC](https://community.exalate.com/t/servicenow-jira-integration-for-incidents/6516 "2025-07-11T05:04:41Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![Manoj](https://avatars.discourse-cdn.com/v4/letter/m/d9b06d/32.png) [@Manoj](https://community.exalate.com/u/Manoj)\
**Post date:** [July 11, 2025, 5:04am UTC](https://community.exalate.com/t/servicenow-jira-integration-for-incidents/6516/1 "2025-07-11T05:04:42Z")

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We are currently working on integrating ServiceNow with Jira using Exalate and have a couple of use cases.

### **Use Case 1 (Successfully Implemented)**

**Requirement:**  
When a case is created in ServiceNow with:

- `Product = A`
- `Category = A1, A2, or A3`

Then create a corresponding issue in Jira.

**Trigger Configuration:**

- **Entity Type:** `sn_customerservice_case`
- **When:** `create/update`
- **Condition:**  
product=6fff926ddba7a410c620ad0505961921^categoryIN3,4,6^incidentISEMPTY^sys\_updated\_on\>=2025-04-24 00:00:00^sys\_created\_on\>=2025-04-24 00:00:00

**Script Rule:** `if (entity.tableName == "sn_customerservice_case") `

### **Use Case 2 (Support Needed)**

**Requirement:**  
When a case is created in ServiceNow with:

- `Product = A`
- `Category` is **not** A1, A2, or A3
- After creation, the associated **Incident record is edited** , specifically the “ **TestField”** is updated. Then, **only** in this scenario, a Jira issue should be created.

**Clarification Needed:**

1. How can we define a trigger to watch for **edits to the Incident record** related to the created case?
2. What should be the appropriate **Entity Type** and **Entity Table** for this use case?
3. How do we handle this condition in the **Script Rule** to ensure the Jira issue is created **only when the Incident’s** `TestField` **is edited**?

We would greatly appreciate your guidance on configuring this scenario in Exalate, particularly regarding complex trigger conditions involving related records.

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**Author:** ![ashar.iqbal](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/ashar.iqbal/32/404_2.png) [@ashar.iqbal](https://community.exalate.com/u/ashar.iqbal)\
**Post date:** [July 11, 2025, 1:20pm UTC](https://community.exalate.com/t/servicenow-jira-integration-for-incidents/6516/3 "2025-07-11T13:20:08Z")

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Hi @Manoj , as you have also opened the Support ticket (number 41370), so I will be posting the solution here after your confirmation in the Support ticket.

Thank you,  
Ashar

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**Author:** ![ashar.iqbal](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/ashar.iqbal/32/404_2.png) [@ashar.iqbal](https://community.exalate.com/u/ashar.iqbal)\
**Post date:** [July 15, 2025, 11:17am UTC](https://community.exalate.com/t/servicenow-jira-integration-for-incidents/6516/4 "2025-07-15T11:17:17Z")

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Hi @Manoj ,  
As you confirmed that the Trigger worked for your use case. I am sharing the example Trigger query here based on which you have created yours for a field.

`type:ticket ticket_type:incident^caller_idISNOTEMPTY^correlation_idSTARTSWITH11`

Thank you,  
Ashar