Syed Majid Hassan -Exalate- Atlassian Partner

Most Jira and ServiceNow integration problems I see come down to 4 things: outdated records, failures that go unnoticed, missing ticket context, or unclear ownership. The setup might work when it goes live. Then someone changes a workflow, renames a field, or leaves the team, and the sync needs attention. I run support and…

I work for Exalate, and I run support and services here, so most of what I write comes from tickets I've actually sat with. This one's about Jira Product Discovery (JPD), and a challenge I keep seeing product teams struggle with. JPD is where your product team collects ideas, scores them, and decides what's worth building.…

I work for Exalate, and I lead support and services here. This post is a heads-up about a live session I'm running, not a sales pitch, so read on even if you've never touched our product. Why do ITSM integrations between Jira and ServiceNow fail? Almost every team has some version of a connection already, and almost every…

This is Majid, Head of Support and Services at Exalate. This post is co-written with our partner at DevSamurai, makers of TeamBoard ProScheduler. Jira holds your work well. Every task, story, and bug lives there as an issue. A list of issues isn't a plan, though. It doesn't tell you who's doing what, when it'll happen, or…

I work for Exalate, the company that builds the integration app referenced below. Most comment sync issues in a Jira integration between two Jira Service Management projects are not sync issues at all. They are visibility issues, and they usually surface after something reached a customer that should not have. I spend a…

A JSM ServiceNow integration is a two-way sync between Jira Service Management issues and ServiceNow records. Incidents, changes, problems, RITMs, catalog tasks, and in some setups CMDB entries. Disclosure first: I work with Exalate, and we build one of the integration apps in this category. Connectivity is almost never…

A UK-based company specializing in AI-driven call intelligence was growing fast. And like many companies at that stage, their internal processes hadn't kept up. The support team used Salesforce. Engineering used Jira. And the connector between them was doing just enough to create a false sense of integration without…

I want to share a practical walkthrough of how we helped a financial institution eliminate the manual handoffs and data loss that happen when tickets move across ServiceNow, Jira Service Management (JSM), and Azure DevOps. The Problem Picture this: A customer reports an issue through ServiceNow. Someone manually creates a…

I'm Majid, Support and Services Head at Exalate. This is a pattern I see almost every week in conversations with Jira admins: you're running 3 ITSM tools at once, and the integration between them is manual, fragile, or both. JSM for your internal engineering and platform teams. ServiceNow for enterprise IT and CAB…

Integration isn't just a technical process. It's about making changes to the way your teams work. When successful, it can have a profound impact on your business. That's what makes it so challenging and exciting. But how does that play out in the real world? Let's look at two examples of clients with problems that needed…

I work in support and services at Exalate, and I recorded a live demo of the workflow in this post, so consider that my disclosure up front. Here's the setup I keep running into with customers who run ServiceNow and Jira side by side. The CAB sits in ServiceNow and does its job there. The people who actually implement the…

I work for Exalate, the company behind the integration we discuss below. This recap is based on a live Sync Room webinar with real Q&A from the audience. What's the biggest blocker to enterprise AI adoption on Atlassian right now? It isn't model quality. It's disconnected data. That was the throughline of our latest Sync…

Hey everyone, I've spent enough time helping teams get their Jira environments talking to other systems that I've noticed a pattern, and it bugs me enough that I want to put it out there. You connect Jira Software to Jira Service Management. You wire in Azure DevOps for the engineering pipeline. Maybe you add a Salesforce…

The single biggest complaint we hear about ServiceNow and Jira integration isn't that sync fails. It's that sync that does the wrong thing. A connector that fires off a brand-new Jira ticket for a bug your dev team has been tracking for two weeks is technically working and operationally useless. This post is about the four…

I spent 3 days at Atlassian Team '26 talking to Jira and JSM teams about their integration setups. Four problems came up in almost every conversation. Not edge cases. The same four gaps, over and over. Gap 1: Change Management, the CAB approval black hole ServiceNow owns the CAB process. Jira owns the dev work. Between…

Working with a lot of Jira admins myself, I relate to how tricky it is to sync work items between two projects (now called Spaces) inside the same Jira instance. Both projects live under one Jira admin, and a connector keeps selected work, fields, comments, and statuses in step between them. The typical Jira to Jira…

A customer request comes into Jira Service Management (JSM). A service agent recreates it in Azure DevOps for engineering, then manually relays updates between both systems. Developer comments synced back from Azure DevOps often land as internal notes. The requester never sees the update. The ticket looks stalled even…

Running multiple Azure DevOps instances while trying to manage everything from a single Jira Cloud instance comes with several challenges. You want to keep all the instances isolated, whether in a unidirectional or bidirectional sync. This is common when an MSP juggling client environments wants to connect multiple Azure…

I was at Team '26 in Anaheim last week. The keynotes were good. The AI announcements were expected. What caught me off guard was how many enterprise teams are still wrestling with the same fundamental problem: getting ServiceNow and Jira to actually work together. The use cases weren't identical. There were really 4…

Syncing multiple Salesforce cases to a single Jira Epic can transform how your support and development teams collaborate on complex issues that affect multiple customers. By connecting related cases to one Epic in Jira, you can consolidate customer feedback, track resolution progress in one place, and keep all stakeholders…

If you've been around Jira or any ITSM platform long enough, you've probably done this at least once: reached for the native integration because it was right there, easy, familiar. And honestly? It works. You hit a button, and a P1 ticket lands in the engineering team's Jira. Done. Everyone's happy. The problem starts when…

Sync Room: Episode 4 Only 14% of M&A integrations achieve significant success, according to PwC. The other 86% don't fail because the deal was bad. They fail because two days after the press release, an engineer named Mike opens his laptop, sees three tools he didn't ask for, and starts copy-pasting tickets between systems…

One of the world's leading professional-services firms is modernizing its Atlassian ecosystem as part of a large digital transformation initiative. Each new client engagement often requires a dedicated Jira Cloud site to ensure data isolation, governance, and compliance. In partnership with Atlassian, the firm has begun…

As one of North America’s most recognized digital freight platforms, the company connects shippers and carriers through a sophisticated digital marketplace. Behind the scenes, its platform engineering team manages the Atlassian ecosystem powering internal operations. When their ServiceNow contract approached renewal, they…

Three Jira instances. A Zendesk nobody wants to give up. Leadership is asking why everyone isn't on one system yet, while your teams are copy-pasting between tools and missing real updates about what's on fire at the customer end. We've seen this exact scenario across hundreds of post-acquisition calls. A managed security…

I work closely with a lot of MSPs and MSSPs (managed security service providers), and one common pain point I often come across is that they usually struggle with staying aligned with their end clients since they use different tools, e.g. Jira, ServiceNow, Zendesk, Azure DevOps, FreshService, ServiceDesk Plus, Salesforce,…

I wanted to share something I’ve frequently come across when dealing with cross-platform synchronization between Jira and tools like ServiceNow, Freshdesk, GitHub, Zendesk, Ivanti, SolarWinds, ConnectWise, or ManageEngine’s ServiceDesk. The problem we kept hearing: teams need to sync issues and tickets across platforms,…

Three Jira instances, three teams, one broken communication chain, here's a scenario I keep seeing play out. I work with Exalate, and I've had a front-row seat watching how large SaaS organizations struggle with cross-team collaboration when their teams are spread across different Jira instances. I recently walked through…

We’ve all been there: a new client signs on, and suddenly, your engineers are spending more time integrating them into your systems rather than actually solving service tickets. When you’re managing Jira Service Management (JSM) for 30, 40, or 50+ clients, the complexity doesn't just grow; it compounds. In the latest…

When you're managing IT services across multiple platforms, like Jira Service Management and ServiceNow, you need to integrate them to create a seamless data flow. But with so many integration approaches and tools available, how do you choose the right ITSM integration for your organization? Four Ways to Implement ITSM…