Keelcroft / ServiceNow Sync for Jira / Data deletion

Data deletion

Effective 30 September 2026. How to remove everything the app holds, and what happens to each kind of record.

Deleting app data never deletes your work.

Removing a connection, or uninstalling the app, deletes only the app’s own records. Your Jira issues and your ServiceNow records are left exactly as they are. The only record this app ever deletes is the disposable one its own setup check created.

Delete one linked pair

Open the Jira issue, use the ServiceNow panel, and choose Unlink. The link record and both of its lookup entries are removed immediately. Neither record is touched, and neither is changed again after that.

Stop all syncing without deleting

In Project settings, open ServiceNow Sync and choose Pause sync. The app disables writes, stops polling the connection and discards the push token, so any Business Rule you added starts receiving a 404 and can be deactivated or deleted in ServiceNow at your convenience. Nothing is synchronised until you turn sync back on.

Delete everything for a project

Pause sync, then uninstall the app. Atlassian removes the app’s Forge storage, which includes the connection settings, all link records, the event journal, and the encrypted credentials.

What is deleted, and when

Link record for one pair — immediately, when you unlink that issue.
The push token — immediately, when you pause sync.
Event journal entries — 90 days after their last write, automatically.
Connection settings, all link records and the stored username and password — on uninstall. Atlassian retains Forge hosted storage for 28 days afterwards, then deletes it.

Things only you can remove

The integration user. The app cannot deactivate the ServiceNow user you created for it, and uninstalling does not. Deactivate the user, or reset its password, in ServiceNow. Do this first if you believe the credential has been exposed.
The Business Rule. If you added the optional rule, deactivate or delete it in ServiceNow. Once sync is paused or the app is uninstalled it only ever receives a 404.
The setup-check record, if your user could not delete it. Deleting needs the itil_admin role. When deletion is refused, the check result names the record so you can delete it from the ServiceNow interface.

Ask for a deletion in writing

Email support@keelcroft.com with your Jira Cloud hostname and the Jira project key. Requests are answered within two business days. Never include a password or token in the request.