Keelcroft / ServiceNow Sync for Jira / Support
Support
One monitored address for questions, incidents and data requests: support@keelcroft.com. Support hours are Monday to Friday, 09:00–18:00 IST.
Available on Atlassian Marketplace. Paid via Atlassian.
Start standard 30-day free trial · Get guided setup help
The publisher-run ServiceNow Personal Developer Instance (PDI) round trip remains unrun. Marketplace publication does not establish that test result; validate your configuration on a non-production instance during evaluation.
Never send a credential.
Support will never ask for your ServiceNow password, push token, Atlassian password, or any API token. Do not include one in an email, a screenshot or a log excerpt. If you think a credential has been exposed, reset the integration user’s password in ServiceNow first and tell us afterwards.
Response targets
- Critical — security incident, or data written to the wrong table: 1 business day.
- High — sync stopped, or a field written incorrectly: 1 business day.
- Normal — setup, mapping, an isolated error, or a data request: 2 business days.
- Low — feature request or documentation feedback: 5 business days.
What to include
Your Jira Cloud hostname, the Jira project key, the ServiceNow instance name and table, the approximate time of the problem, the agreement state shown in the reconciliation view, and the Jira issue key and ServiceNow record number of an affected pair.
Things you can check first
- A pair shows “conflict”. Both sides changed the same field to different values. Decide which is right, make that edit on one side, then press Replay.
- A state was not written. Either the Jira status is missing from your state map, or the label you mapped is not one your instance recognises for that table. Check the record’s State choice list in ServiceNow, fix the map and replay.
- ServiceNow refused to resolve or close a record. Most instances require a resolution code and resolution notes before an incident may be Resolved, and the app never invents them. The pair shows ServiceNow’s own message. Fill those fields in ServiceNow, or map that Jira status to a state your instance allows without them, then replay.
- A short description was reported as trimmed. ServiceNow keeps 160 characters. Shorten the Jira summary and replay; the app does not truncate for you.
- Nothing syncs at all. Check the connection is enabled, then re-run the setup check. An expired or locked integration user is the most common cause; ServiceNow locks a user after repeated failed sign-ins, and password rotation policies can expire it.
- The setup check fails on Credentials. A 401 means the username or password is wrong or the user is inactive or locked. A 403 means the user lacks the
itilrole, or Web service access is not permitted for it. - The setup check passes but Cleanup says to remove a record by hand. Deleting needs
itil_admin; theitilrole alone cannot. Either delete the named record in ServiceNow, or additil_adminto the integration user. Sync itself never deletes anything, so this only affects the disposable check record. - A ServiceNow change took a few minutes to appear. Without the optional Business Rule, changes are found by a five-minute poll. Add the rule shown when you turned sync on, or pause and re-enable sync to see it again with a fresh token.
- A ServiceNow record was deleted. The next poll or replay finds it missing and marks the pair failed. Unlink it.
Guided trial setup
Use the setup-help link above to request guidance for your first existing linked pair during the standard Marketplace trial. Include your Jira Cloud hostname, your ServiceNow instance name, which table and Jira project you want to connect, and which fields matter most. Automatic new-record creation, comments, work notes and attachments are not supported in the current production app. Never email credentials.
Security reports
Send suspected vulnerabilities privately to support@keelcroft.com with the subject line “Security”. Include reproducible steps and impact, but do not access data that does not belong to you.