Keelcroft / ServiceNow Sync for Jira / Privacy

Privacy Policy

Effective 30 September 2026. ServiceNow Sync for Jira is published by Keelcroft. Privacy contact: support@keelcroft.com.

Scope

This policy explains how ServiceNow Sync for Jira processes information when installed in Jira Cloud. The app runs entirely on Atlassian Forge. There is no vendor-hosted backend: Forge calls your ServiceNow instance directly, and no customer data is relayed through infrastructure operated by Keelcroft. The app contains no advertising, no external analytics, and no AI services.

Information transferred to ServiceNow

Only the fields a project administrator has enabled for the Jira to ServiceNow direction, and only for issues an administrator has explicitly linked to a ServiceNow record:

• The issue summary, written as the record’s short description.
• The issue status, translated to a ServiceNow state through the state map you set.
• The issue description as plain text, only if you switch it on. It is off by default.

Summaries and descriptions may contain personal information chosen by your organisation. The app does not read or transfer comments, attachments, worklogs, custom fields, reporters, assignees, watchers, labels, or any issue that has not been linked.

Information transferred to Jira

The mirror of the above, for the fields enabled in the ServiceNow to Jira direction: the record’s short description, its state, and optionally its description as plain text. When the app reads a linked record it also receives the record’s sys_id, number, modification counter, update timestamp and the display name of the assigned user; the assigned user is never written to Jira.

Information stored by the app

• Connection settings: the ServiceNow instance URL, the table name, field and state maps, conflict policy, and whether sync is enabled.
• Link records: the Jira issue ID and key, the ServiceNow record number and a link to it, per-field content digests, the agreement state, and timestamps. Digests are one-way SHA-256 hashes and cannot be turned back into field values.
• An event journal recording the origin of each change, the identifiers of the two records involved, the outcome, which fields were written, and any verification mismatch. It does not store issue or record content, which is why a replay always re-reads both platforms rather than reusing a stored copy.

Credentials

The ServiceNow username and password you supply, and the push token this app generates when sync is turned on, are written to Atlassian Forge encrypted secret storage. The username and password are sent to your ServiceNow instance only, as HTTP Basic authentication over HTTPS, and are never returned to the app’s user interface or written to a log. The interface only ever reports whether credentials are present. The push token is shown to the administrator exactly once, at the moment sync is turned on, so it can be pasted into an optional Business Rule; it is not retrievable afterwards, and pausing sync discards it.

External destinations

• Your ServiceNow instance on *.service-now.com or *.servicenowservices.com — reading and writing records in the table you chose, through ServiceNow’s Table API. The app cannot reach any other host.

Authorization and retention

Creating, changing, enabling or disabling a connection, and linking or unlinking an issue, all require Jira project administrator rights, which the app re-checks on the server for every such request. A connection is scoped to a single Jira project and a single ServiceNow table, and cannot read or write another project’s records.

• Connection settings and link records are kept until the connection is disconnected or the app is uninstalled.
• Event journal entries expire 90 days after their latest write.
• Forge retains hosted storage for 28 days after uninstall.

Contact

Send privacy, access or deletion questions to support@keelcroft.com. Report suspected vulnerabilities to the same address with the subject line “Security”. Include the Jira site, but never send passwords or tokens.