diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/api.test.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/api.test.ts
new file mode 100644
index 000000000000000..8421fe3ef47d086
--- /dev/null
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/api.test.ts
@@ -0,0 +1,534 @@
+/*
+ * Copyright Elasticsearch B.V. and/or licensed to Elasticsearch B.V. under one
+ * or more contributor license agreements. Licensed under the Elastic License;
+ * you may not use this file except in compliance with the Elastic License.
+ */
+
+import { api } from './api';
+import { externalServiceMock, mapping, apiParams } from './mocks';
+import { ExternalService } from '../types';
+
+describe('api', () => {
+  let externalService: jest.Mocked<ExternalService>;
+
+  beforeAll(() => {
+    externalService = externalServiceMock.create();
+  });
+
+  beforeEach(() => {
+    jest.clearAllMocks();
+  });
+
+  describe('pushToService', () => {
+    describe('create incident', () => {
+      test('it creates an incident', async () => {
+        const params = { ...apiParams, externalCaseId: null };
+        const res = await api.pushToService({ externalService, mapping, params });
+
+        expect(res).toEqual({
+          id: 'incident-1',
+          title: 'INC01',
+          pushedDate: '2020-03-10T12:24:20.000Z',
+          url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+          comments: [
+            {
+              commentId: 'case-comment-1',
+              pushedDate: '2020-03-10T12:24:20.000Z',
+            },
+            {
+              commentId: 'case-comment-2',
+              pushedDate: '2020-03-10T12:24:20.000Z',
+            },
+          ],
+        });
+      });
+
+      test('it creates an incident without comments', async () => {
+        const params = { ...apiParams, externalCaseId: null, comments: [] };
+        const res = await api.pushToService({ externalService, mapping, params });
+
+        expect(res).toEqual({
+          id: 'incident-1',
+          title: 'INC01',
+          pushedDate: '2020-03-10T12:24:20.000Z',
+          url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+        });
+      });
+
+      test('it calls createIncident correctly', async () => {
+        const params = { ...apiParams, externalCaseId: null };
+        await api.pushToService({ externalService, mapping, params });
+
+        expect(externalService.createIncident).toHaveBeenCalledWith({
+          incident: {
+            description:
+              'Incident description (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+            short_description:
+              'Incident title (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+        expect(externalService.updateIncident).not.toHaveBeenCalled();
+      });
+
+      test('it calls createComment correctly', async () => {
+        const params = { ...apiParams, externalCaseId: null };
+        await api.pushToService({ externalService, mapping, params });
+        expect(externalService.createComment).toHaveBeenCalledTimes(2);
+        expect(externalService.createComment).toHaveBeenNthCalledWith(1, {
+          incidentId: 'incident-1',
+          comment: {
+            commentId: 'case-comment-1',
+            version: 'WzU3LDFd',
+            comment: 'A comment (added at 2020-03-13T08:34:53.450Z by Elastic User)',
+            createdAt: '2020-03-13T08:34:53.450Z',
+            createdBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+            updatedAt: '2020-03-13T08:34:53.450Z',
+            updatedBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+          },
+          field: 'comments',
+        });
+
+        expect(externalService.createComment).toHaveBeenNthCalledWith(2, {
+          incidentId: 'incident-1',
+          comment: {
+            commentId: 'case-comment-2',
+            version: 'WlK3LDFd',
+            comment: 'Another comment (added at 2020-03-13T08:34:53.450Z by Elastic User)',
+            createdAt: '2020-03-13T08:34:53.450Z',
+            createdBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+            updatedAt: '2020-03-13T08:34:53.450Z',
+            updatedBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+          },
+          field: 'comments',
+        });
+      });
+    });
+
+    describe('update incident', () => {
+      test('it updates an incident', async () => {
+        const res = await api.pushToService({ externalService, mapping, params: apiParams });
+
+        expect(res).toEqual({
+          id: 'incident-2',
+          title: 'INC02',
+          pushedDate: '2020-03-10T12:24:20.000Z',
+          url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+          comments: [
+            {
+              commentId: 'case-comment-1',
+              pushedDate: '2020-03-10T12:24:20.000Z',
+            },
+            {
+              commentId: 'case-comment-2',
+              pushedDate: '2020-03-10T12:24:20.000Z',
+            },
+          ],
+        });
+      });
+
+      test('it updates an incident without comments', async () => {
+        const params = { ...apiParams, comments: [] };
+        const res = await api.pushToService({ externalService, mapping, params });
+
+        expect(res).toEqual({
+          id: 'incident-2',
+          title: 'INC02',
+          pushedDate: '2020-03-10T12:24:20.000Z',
+          url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+        });
+      });
+
+      test('it calls updateIncident correctly', async () => {
+        const params = { ...apiParams };
+        await api.pushToService({ externalService, mapping, params });
+
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            description:
+              'Incident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+            short_description:
+              'Incident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+        expect(externalService.createIncident).not.toHaveBeenCalled();
+      });
+
+      test('it calls createComment correctly', async () => {
+        const params = { ...apiParams };
+        await api.pushToService({ externalService, mapping, params });
+        expect(externalService.createComment).toHaveBeenCalledTimes(2);
+        expect(externalService.createComment).toHaveBeenNthCalledWith(1, {
+          incidentId: 'incident-2',
+          comment: {
+            commentId: 'case-comment-1',
+            version: 'WzU3LDFd',
+            comment: 'A comment (added at 2020-03-13T08:34:53.450Z by Elastic User)',
+            createdAt: '2020-03-13T08:34:53.450Z',
+            createdBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+            updatedAt: '2020-03-13T08:34:53.450Z',
+            updatedBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+          },
+          field: 'comments',
+        });
+
+        expect(externalService.createComment).toHaveBeenNthCalledWith(2, {
+          incidentId: 'incident-2',
+          comment: {
+            commentId: 'case-comment-2',
+            version: 'WlK3LDFd',
+            comment: 'Another comment (added at 2020-03-13T08:34:53.450Z by Elastic User)',
+            createdAt: '2020-03-13T08:34:53.450Z',
+            createdBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+            updatedAt: '2020-03-13T08:34:53.450Z',
+            updatedBy: {
+              fullName: 'Elastic User',
+              username: 'elastic',
+              email: 'elastic@elastic.co',
+            },
+          },
+          field: 'comments',
+        });
+      });
+    });
+
+    describe('mapping variations', () => {
+      test('overwrite & append', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'append',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'overwrite',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'Incident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+            description:
+              'description from servicenow \r\nIncident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('nothing & append', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'append',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'nothing',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            description:
+              'description from servicenow \r\nIncident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('append & append', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'append',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'append',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'append',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'title from servicenow \r\nIncident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+            description:
+              'description from servicenow \r\nIncident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('nothing & nothing', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'nothing',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {},
+        });
+      });
+
+      test('overwrite & nothing', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'overwrite',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'Incident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('overwrite & overwrite', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'overwrite',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'Incident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+            description:
+              'Incident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('nothing & overwrite', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'nothing',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            description:
+              'Incident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('append & overwrite', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'append',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'append',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'title from servicenow \r\nIncident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+            description:
+              'Incident description (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('append & nothing', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'append',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'append',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'append',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.updateIncident).toHaveBeenCalledWith({
+          incidentId: 'incident-3',
+          incident: {
+            short_description:
+              'title from servicenow \r\nIncident title (updated at 2020-03-13T08:34:53.450Z by Elastic User)',
+          },
+        });
+      });
+
+      test('comment nothing', async () => {
+        mapping.set('title', {
+          target: 'short_description',
+          actionType: 'overwrite',
+        });
+
+        mapping.set('description', {
+          target: 'description',
+          actionType: 'nothing',
+        });
+
+        mapping.set('comments', {
+          target: 'comments',
+          actionType: 'nothing',
+        });
+
+        mapping.set('short_description', {
+          target: 'title',
+          actionType: 'overwrite',
+        });
+
+        await api.pushToService({ externalService, mapping, params: apiParams });
+        expect(externalService.createComment).not.toHaveBeenCalled();
+      });
+    });
+  });
+});
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/mocks.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/mocks.ts
new file mode 100644
index 000000000000000..1daf2d266d6f272
--- /dev/null
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/mocks.ts
@@ -0,0 +1,102 @@
+/*
+ * Copyright Elasticsearch B.V. and/or licensed to Elasticsearch B.V. under one
+ * or more contributor license agreements. Licensed under the Elastic License;
+ * you may not use this file except in compliance with the Elastic License.
+ */
+
+import { ExternalService, ApiParams, ExecutorActionParams } from '../types';
+
+const createMock = (): jest.Mocked<ExternalService> => ({
+  getIncident: jest.fn().mockImplementation(() =>
+    Promise.resolve({
+      short_description: 'title from servicenow',
+      description: 'description from servicenow',
+    })
+  ),
+  createIncident: jest.fn().mockImplementation(() =>
+    Promise.resolve({
+      id: 'incident-1',
+      title: 'INC01',
+      pushedDate: '2020-03-10T12:24:20.000Z',
+      url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+    })
+  ),
+  updateIncident: jest.fn().mockImplementation(() =>
+    Promise.resolve({
+      id: 'incident-2',
+      title: 'INC02',
+      pushedDate: '2020-03-10T12:24:20.000Z',
+      url: 'https://instance.service-now.com/nav_to.do?uri=incident.do?sys_id=123',
+    })
+  ),
+  createComment: jest.fn().mockImplementation(() =>
+    Promise.resolve({
+      commentId: 'comment-1',
+      pushedDate: '2020-03-10T12:24:20.000Z',
+    })
+  ),
+});
+
+const externalServiceMock = {
+  create: createMock,
+};
+
+const mapping: Map<string, any> = new Map();
+
+mapping.set('title', {
+  target: 'short_description',
+  actionType: 'overwrite',
+});
+
+mapping.set('description', {
+  target: 'description',
+  actionType: 'overwrite',
+});
+
+mapping.set('comments', {
+  target: 'comments',
+  actionType: 'append',
+});
+
+mapping.set('short_description', {
+  target: 'title',
+  actionType: 'overwrite',
+});
+
+const executorParams: ExecutorActionParams = {
+  caseId: 'd4387ac5-0899-4dc2-bbfa-0dd605c934aa',
+  externalCaseId: 'incident-3',
+  createdAt: '2020-03-13T08:34:53.450Z',
+  createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+  updatedAt: '2020-03-13T08:34:53.450Z',
+  updatedBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+  title: 'Incident title',
+  description: 'Incident description',
+  comments: [
+    {
+      commentId: 'case-comment-1',
+      version: 'WzU3LDFd',
+      comment: 'A comment',
+      createdAt: '2020-03-13T08:34:53.450Z',
+      createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+      updatedAt: '2020-03-13T08:34:53.450Z',
+      updatedBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+    },
+    {
+      commentId: 'case-comment-2',
+      version: 'WlK3LDFd',
+      comment: 'Another comment',
+      createdAt: '2020-03-13T08:34:53.450Z',
+      createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+      updatedAt: '2020-03-13T08:34:53.450Z',
+      updatedBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+    },
+  ],
+};
+
+const apiParams: ApiParams = {
+  ...executorParams,
+  externalCase: { short_description: 'Incident title', description: 'Incident description' },
+};
+
+export { externalServiceMock, mapping, executorParams, apiParams };
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.test.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.test.ts
new file mode 100644
index 000000000000000..da409903d8ea5d6
--- /dev/null
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.test.ts
@@ -0,0 +1,255 @@
+/*
+ * Copyright Elasticsearch B.V. and/or licensed to Elasticsearch B.V. under one
+ * or more contributor license agreements. Licensed under the Elastic License;
+ * you may not use this file except in compliance with the Elastic License.
+ */
+
+import axios from 'axios';
+
+import { getErrorMessage, createExternalService } from './service';
+import * as utils from '../utils';
+import { ExternalService } from '../types';
+import { object } from 'joi';
+
+jest.mock('axios');
+jest.mock('../utils', () => {
+  const originalUtils = jest.requireActual('../utils');
+  return {
+    ...originalUtils,
+    request: jest.fn(),
+    patch: jest.fn(),
+  };
+});
+
+axios.create = jest.fn(() => axios);
+const requestMock = utils.request as jest.Mock;
+const patchMock = utils.patch as jest.Mock;
+
+describe('ServiceNow service', () => {
+  let service: ExternalService;
+
+  beforeAll(() => {
+    service = createExternalService({
+      url: 'https://dev102283.service-now.com',
+      username: 'admin',
+      password: 'admin',
+    });
+  });
+
+  beforeEach(() => {
+    jest.clearAllMocks();
+  });
+
+  describe('createExternalService', () => {
+    test('throws without url', () => {
+      expect(() =>
+        createExternalService({ url: null, username: 'admin', password: 'admin' })
+      ).toThrow();
+    });
+
+    test('throws without username', () => {
+      expect(() =>
+        createExternalService({ url: 'test.com', username: '', password: 'admin' })
+      ).toThrow();
+    });
+
+    test('throws without password', () => {
+      expect(() =>
+        createExternalService({ url: 'test.com', username: '', password: undefined })
+      ).toThrow();
+    });
+  });
+
+  describe('getErrorMessage', () => {
+    test('return correct message', () => {
+      const msg = getErrorMessage('An error has occurred');
+      expect(msg).toBe('[Action][ServiceNow]: An error has occurred');
+    });
+  });
+
+  describe('getIncident', () => {
+    test('it returns the incident correctly', async () => {
+      requestMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01' } },
+      }));
+      const res = await service.getIncident('1');
+      expect(res).toEqual({ sys_id: '1', number: 'INC01' });
+    });
+
+    test('it should call request with correct arguments', async () => {
+      requestMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01' } },
+      }));
+
+      await service.getIncident('1');
+      expect(requestMock).toHaveBeenCalledWith({
+        axios,
+        url: 'https://dev102283.service-now.com/api/now/v2/table/incident/1',
+      });
+    });
+
+    test('it should throw an error', async () => {
+      requestMock.mockImplementation(() => {
+        throw new Error('An error has occurred');
+      });
+      expect(service.getIncident('1')).rejects.toThrow(
+        'Unable to get incident with id 1. Error: An error has occurred'
+      );
+    });
+  });
+
+  describe('createIncident', () => {
+    test('it creates the incident correctly', async () => {
+      requestMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_created_on: '2020-03-10 12:24:20' } },
+      }));
+
+      const res = await service.createIncident({
+        incident: { short_description: 'title', description: 'desc' },
+      });
+
+      expect(res).toEqual({
+        title: 'INC01',
+        id: '1',
+        pushedDate: '2020-03-10T12:24:20.000Z',
+        url: 'https://dev102283.service-now.com/nav_to.do?uri=incident.do?sys_id=1',
+      });
+    });
+
+    test('it should call request with correct arguments', async () => {
+      requestMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_created_on: '2020-03-10 12:24:20' } },
+      }));
+
+      await service.createIncident({
+        incident: { short_description: 'title', description: 'desc' },
+      });
+
+      expect(requestMock).toHaveBeenCalledWith({
+        axios,
+        url: 'https://dev102283.service-now.com/api/now/v2/table/incident',
+        method: 'post',
+        data: { short_description: 'title', description: 'desc' },
+      });
+    });
+
+    test('it should throw an error', async () => {
+      requestMock.mockImplementation(() => {
+        throw new Error('An error has occurred');
+      });
+
+      expect(
+        service.createIncident({
+          incident: { short_description: 'title', description: 'desc' },
+        })
+      ).rejects.toThrow(
+        '[Action][ServiceNow]: Unable to create incident. Error: An error has occurred'
+      );
+    });
+  });
+
+  describe('updateIncident', () => {
+    test('it updates the incident correctly', async () => {
+      patchMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_updated_on: '2020-03-10 12:24:20' } },
+      }));
+
+      const res = await service.updateIncident({
+        incidentId: '1',
+        incident: { short_description: 'title', description: 'desc' },
+      });
+
+      expect(res).toEqual({
+        title: 'INC01',
+        id: '1',
+        pushedDate: '2020-03-10T12:24:20.000Z',
+        url: 'https://dev102283.service-now.com/nav_to.do?uri=incident.do?sys_id=1',
+      });
+    });
+
+    test('it should call request with correct arguments', async () => {
+      patchMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_updated_on: '2020-03-10 12:24:20' } },
+      }));
+
+      await service.updateIncident({
+        incidentId: '1',
+        incident: { short_description: 'title', description: 'desc' },
+      });
+
+      expect(patchMock).toHaveBeenCalledWith({
+        axios,
+        url: 'https://dev102283.service-now.com/api/now/v2/table/incident/1',
+        data: { short_description: 'title', description: 'desc' },
+      });
+    });
+
+    test('it should throw an error', async () => {
+      patchMock.mockImplementation(() => {
+        throw new Error('An error has occurred');
+      });
+
+      expect(
+        service.updateIncident({
+          incidentId: '1',
+          incident: { short_description: 'title', description: 'desc' },
+        })
+      ).rejects.toThrow(
+        '[Action][ServiceNow]: Unable to update incident with id 1. Error: An error has occurred'
+      );
+    });
+  });
+
+  describe('createComment', () => {
+    test('it creates the comment correctly', async () => {
+      patchMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_updated_on: '2020-03-10 12:24:20' } },
+      }));
+
+      const res = await service.createComment({
+        incidentId: '1',
+        comment: { comment: 'comment', commentId: 'comment-1' },
+        field: 'comments',
+      });
+
+      expect(res).toEqual({
+        commentId: 'comment-1',
+        pushedDate: '2020-03-10T12:24:20.000Z',
+      });
+    });
+
+    test('it should call request with correct arguments', async () => {
+      patchMock.mockImplementation(() => ({
+        data: { result: { sys_id: '1', number: 'INC01', sys_updated_on: '2020-03-10 12:24:20' } },
+      }));
+
+      await service.createComment({
+        incidentId: '1',
+        comment: { comment: 'comment', commentId: 'comment-1' },
+        field: 'my_field',
+      });
+
+      expect(patchMock).toHaveBeenCalledWith({
+        axios,
+        url: 'https://dev102283.service-now.com/api/now/v2/table/incident/1',
+        data: { my_field: 'comment' },
+      });
+    });
+
+    test('it should throw an error', async () => {
+      patchMock.mockImplementation(() => {
+        throw new Error('An error has occurred');
+      });
+
+      expect(
+        service.createComment({
+          incidentId: '1',
+          comment: { comment: 'comment', commentId: 'comment-1' },
+          field: 'comments',
+        })
+      ).rejects.toThrow(
+        '[Action][ServiceNow]: Unable to create comment at incident with id 1. Error: An error has occurred'
+      );
+    });
+  });
+});
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.ts
index b1bfbaf711fcc55..92748aa7f3929aa 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/servicenow/service.ts
@@ -16,7 +16,7 @@ const COMMENT_URL = `api/now/${API_VERSION}/table/incident`;
 // Based on: https://docs.servicenow.com/bundle/orlando-platform-user-interface/page/use/navigation/reference/r_NavigatingByURLExamples.html
 const VIEW_INCIDENT_URL = `nav_to.do?uri=incident.do?sys_id=`;
 
-const getErrorMessage = (msg: string) => {
+export const getErrorMessage = (msg: string) => {
   return `[Action][ServiceNow]: ${msg}`;
 };
 
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/transformers.test.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/transformers.test.ts
new file mode 100644
index 000000000000000..5254a22237e57ab
--- /dev/null
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/transformers.test.ts
@@ -0,0 +1,129 @@
+/*
+ * Copyright Elasticsearch B.V. and/or licensed to Elasticsearch B.V. under one
+ * or more contributor license agreements. Licensed under the Elastic License;
+ * you may not use this file except in compliance with the Elastic License.
+ */
+
+import { informationCreated, informationUpdated, informationAdded, append } from './transformers';
+
+describe('informationCreated', () => {
+  test('transforms correctly', () => {
+    const res = informationCreated({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+    });
+    expect(res).toEqual({ value: 'a value (created at 2020-04-15T08:19:27.400Z by elastic)' });
+  });
+
+  test('transforms correctly without optional fields', () => {
+    const res = informationCreated({
+      value: 'a value',
+    });
+    expect(res).toEqual({ value: 'a value (created at  by )' });
+  });
+
+  test('returns correctly rest fields', () => {
+    const res = informationCreated({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+      previousValue: 'previous value',
+    });
+    expect(res).toEqual({
+      value: 'a value (created at 2020-04-15T08:19:27.400Z by elastic)',
+      previousValue: 'previous value',
+    });
+  });
+});
+
+describe('informationUpdated', () => {
+  test('transforms correctly', () => {
+    const res = informationUpdated({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+    });
+    expect(res).toEqual({ value: 'a value (updated at 2020-04-15T08:19:27.400Z by elastic)' });
+  });
+
+  test('transforms correctly without optional fields', () => {
+    const res = informationUpdated({
+      value: 'a value',
+    });
+    expect(res).toEqual({ value: 'a value (updated at  by )' });
+  });
+
+  test('returns correctly rest fields', () => {
+    const res = informationUpdated({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+      previousValue: 'previous value',
+    });
+    expect(res).toEqual({
+      value: 'a value (updated at 2020-04-15T08:19:27.400Z by elastic)',
+      previousValue: 'previous value',
+    });
+  });
+});
+
+describe('informationAdded', () => {
+  test('transforms correctly', () => {
+    const res = informationAdded({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+    });
+    expect(res).toEqual({ value: 'a value (added at 2020-04-15T08:19:27.400Z by elastic)' });
+  });
+
+  test('transforms correctly without optional fields', () => {
+    const res = informationAdded({
+      value: 'a value',
+    });
+    expect(res).toEqual({ value: 'a value (added at  by )' });
+  });
+
+  test('returns correctly rest fields', () => {
+    const res = informationAdded({
+      value: 'a value',
+      date: '2020-04-15T08:19:27.400Z',
+      user: 'elastic',
+      previousValue: 'previous value',
+    });
+    expect(res).toEqual({
+      value: 'a value (added at 2020-04-15T08:19:27.400Z by elastic)',
+      previousValue: 'previous value',
+    });
+  });
+});
+
+describe('append', () => {
+  test('transforms correctly', () => {
+    const res = append({
+      value: 'a value',
+      previousValue: 'previous value',
+    });
+    expect(res).toEqual({ value: 'previous value \r\na value' });
+  });
+
+  test('transforms correctly without optional fields', () => {
+    const res = append({
+      value: 'a value',
+    });
+    expect(res).toEqual({ value: 'a value' });
+  });
+
+  test('returns correctly rest fields', () => {
+    const res = append({
+      value: 'a value',
+      user: 'elastic',
+      previousValue: 'previous value',
+    });
+    expect(res).toEqual({
+      value: 'previous value \r\na value',
+      user: 'elastic',
+    });
+  });
+});
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.test.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.test.ts
new file mode 100644
index 000000000000000..71773532a37a598
--- /dev/null
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.test.ts
@@ -0,0 +1,586 @@
+/*
+ * Copyright Elasticsearch B.V. and/or licensed to Elasticsearch B.V. under one
+ * or more contributor license agreements. Licensed under the Elastic License;
+ * you may not use this file except in compliance with the Elastic License.
+ */
+
+import axios from 'axios';
+
+import {
+  normalizeMapping,
+  buildMap,
+  mapParams,
+  prepareFieldsForTransformation,
+  transformFields,
+  transformComments,
+  addTimeZoneToDate,
+  throwIfNotAlive,
+  request,
+  patch,
+} from './utils';
+
+import { SUPPORTED_SOURCE_FIELDS } from './constants';
+import { Comment, MapRecord, ApiParams } from './types';
+
+jest.mock('axios');
+const axiosMock = (axios as unknown) as jest.Mock;
+
+const mapping: MapRecord[] = [
+  { source: 'title', target: 'short_description', actionType: 'overwrite' },
+  { source: 'description', target: 'description', actionType: 'append' },
+  { source: 'comments', target: 'comments', actionType: 'append' },
+];
+
+const finalMapping: Map<string, any> = new Map();
+
+finalMapping.set('title', {
+  target: 'short_description',
+  actionType: 'overwrite',
+});
+
+finalMapping.set('description', {
+  target: 'description',
+  actionType: 'append',
+});
+
+finalMapping.set('comments', {
+  target: 'comments',
+  actionType: 'append',
+});
+
+finalMapping.set('short_description', {
+  target: 'title',
+  actionType: 'overwrite',
+});
+
+const maliciousMapping: MapRecord[] = [
+  { source: '__proto__', target: 'short_description', actionType: 'nothing' },
+  { source: 'description', target: '__proto__', actionType: 'nothing' },
+  { source: 'comments', target: 'comments', actionType: 'nothing' },
+  { source: 'unsupportedSource', target: 'comments', actionType: 'nothing' },
+];
+
+const fullParams: ApiParams = {
+  caseId: 'd4387ac5-0899-4dc2-bbfa-0dd605c934aa',
+  title: 'a title',
+  description: 'a description',
+  createdAt: '2020-03-13T08:34:53.450Z',
+  createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+  updatedAt: null,
+  updatedBy: null,
+  externalCaseId: null,
+  externalCase: {
+    short_description: 'a title',
+    description: 'a description',
+  },
+  comments: [
+    {
+      commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+      version: 'WzU3LDFd',
+      comment: 'first comment',
+      createdAt: '2020-03-13T08:34:53.450Z',
+      createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+      updatedAt: null,
+      updatedBy: null,
+    },
+    {
+      commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+      version: 'WzU3LDFd',
+      comment: 'second comment',
+      createdAt: '2020-03-13T08:34:53.450Z',
+      createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+      updatedAt: null,
+      updatedBy: null,
+    },
+  ],
+};
+
+describe('normalizeMapping', () => {
+  test('remove malicious fields', () => {
+    const sanitizedMapping = normalizeMapping(SUPPORTED_SOURCE_FIELDS, maliciousMapping);
+    expect(sanitizedMapping.every(m => m.source !== '__proto__' && m.target !== '__proto__')).toBe(
+      true
+    );
+  });
+
+  test('remove unsuppported source fields', () => {
+    const normalizedMapping = normalizeMapping(SUPPORTED_SOURCE_FIELDS, maliciousMapping);
+    expect(normalizedMapping).not.toEqual(
+      expect.arrayContaining([
+        expect.objectContaining({
+          source: 'unsupportedSource',
+          target: 'comments',
+          actionType: 'nothing',
+        }),
+      ])
+    );
+  });
+});
+
+describe('buildMap', () => {
+  test('builds sanitized Map', () => {
+    const finalMap = buildMap(maliciousMapping);
+    expect(finalMap.get('__proto__')).not.toBeDefined();
+  });
+
+  test('builds Map correct', () => {
+    const final = buildMap(mapping);
+    expect(final).toEqual(finalMapping);
+  });
+});
+
+describe('mapParams', () => {
+  test('maps params correctly', () => {
+    const params = {
+      caseId: '123',
+      incidentId: '456',
+      title: 'Incident title',
+      description: 'Incident description',
+    };
+
+    const fields = mapParams(params, finalMapping);
+
+    expect(fields).toEqual({
+      short_description: 'Incident title',
+      description: 'Incident description',
+    });
+  });
+
+  test('do not add fields not in mapping', () => {
+    const params = {
+      caseId: '123',
+      incidentId: '456',
+      title: 'Incident title',
+      description: 'Incident description',
+    };
+    const fields = mapParams(params, finalMapping);
+
+    const { title, description, ...unexpectedFields } = params;
+
+    expect(fields).not.toEqual(expect.objectContaining(unexpectedFields));
+  });
+});
+
+describe('prepareFieldsForTransformation', () => {
+  test('prepare fields with defaults', () => {
+    const res = prepareFieldsForTransformation({
+      params: fullParams,
+      mapping: finalMapping,
+    });
+    expect(res).toEqual([
+      {
+        key: 'short_description',
+        value: 'a title',
+        actionType: 'overwrite',
+        pipes: ['informationCreated'],
+      },
+      {
+        key: 'description',
+        value: 'a description',
+        actionType: 'append',
+        pipes: ['informationCreated', 'append'],
+      },
+    ]);
+  });
+
+  test('prepare fields with default pipes', () => {
+    const res = prepareFieldsForTransformation({
+      params: fullParams,
+      mapping: finalMapping,
+      defaultPipes: ['myTestPipe'],
+    });
+    expect(res).toEqual([
+      {
+        key: 'short_description',
+        value: 'a title',
+        actionType: 'overwrite',
+        pipes: ['myTestPipe'],
+      },
+      {
+        key: 'description',
+        value: 'a description',
+        actionType: 'append',
+        pipes: ['myTestPipe', 'append'],
+      },
+    ]);
+  });
+});
+
+describe('transformFields', () => {
+  test('transform fields for creation correctly', () => {
+    const fields = prepareFieldsForTransformation({
+      params: fullParams,
+      mapping: finalMapping,
+    });
+
+    const res = transformFields({
+      params: fullParams,
+      fields,
+    });
+
+    expect(res).toEqual({
+      short_description: 'a title (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+      description: 'a description (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+    });
+  });
+
+  test('transform fields for update correctly', () => {
+    const fields = prepareFieldsForTransformation({
+      params: {
+        ...fullParams,
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: {
+          username: 'anotherUser',
+          fullName: 'Another User',
+          email: 'elastic@elastic.co',
+        },
+      },
+      mapping: finalMapping,
+      defaultPipes: ['informationUpdated'],
+    });
+
+    const res = transformFields({
+      params: {
+        ...fullParams,
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: {
+          username: 'anotherUser',
+          fullName: 'Another User',
+          email: 'elastic@elastic.co',
+        },
+      },
+      fields,
+      currentIncident: {
+        short_description: 'first title (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+        description: 'first description (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+      },
+    });
+    expect(res).toEqual({
+      short_description: 'a title (updated at 2020-03-15T08:34:53.450Z by Another User)',
+      description:
+        'first description (created at 2020-03-13T08:34:53.450Z by Elastic User) \r\na description (updated at 2020-03-15T08:34:53.450Z by Another User)',
+    });
+  });
+
+  test('add newline character to descripton', () => {
+    const fields = prepareFieldsForTransformation({
+      params: fullParams,
+      mapping: finalMapping,
+      defaultPipes: ['informationUpdated'],
+    });
+
+    const res = transformFields({
+      params: fullParams,
+      fields,
+      currentIncident: {
+        short_description: 'first title',
+        description: 'first description',
+      },
+    });
+    expect(res.description?.includes('\r\n')).toBe(true);
+  });
+
+  test('append username if fullname is undefined when create', () => {
+    const fields = prepareFieldsForTransformation({
+      params: fullParams,
+      mapping: finalMapping,
+    });
+
+    const res = transformFields({
+      params: {
+        ...fullParams,
+        createdBy: { fullName: '', username: 'elastic', email: 'elastic@elastic.co' },
+      },
+      fields,
+    });
+
+    expect(res).toEqual({
+      short_description: 'a title (created at 2020-03-13T08:34:53.450Z by elastic)',
+      description: 'a description (created at 2020-03-13T08:34:53.450Z by elastic)',
+    });
+  });
+
+  test('append username if fullname is undefined when update', () => {
+    const fields = prepareFieldsForTransformation({
+      params: {
+        ...fullParams,
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: {
+          username: 'anotherUser',
+          fullName: 'Another User',
+          email: 'elastic@elastic.co',
+        },
+      },
+      mapping: finalMapping,
+      defaultPipes: ['informationUpdated'],
+    });
+
+    const res = transformFields({
+      params: {
+        ...fullParams,
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: { username: 'anotherUser', fullName: '', email: 'elastic@elastic.co' },
+      },
+      fields,
+    });
+
+    expect(res).toEqual({
+      short_description: 'a title (updated at 2020-03-15T08:34:53.450Z by anotherUser)',
+      description: 'a description (updated at 2020-03-15T08:34:53.450Z by anotherUser)',
+    });
+  });
+});
+
+describe('transformComments', () => {
+  test('transform creation comments', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ];
+    const res = transformComments(comments, ['informationCreated']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (created at 2020-03-13T08:34:53.450Z by Elastic User)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ]);
+  });
+
+  test('transform update comments', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: {
+          fullName: 'Another User',
+          username: 'anotherUser',
+          email: 'elastic@elastic.co',
+        },
+      },
+    ];
+    const res = transformComments(comments, ['informationUpdated']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (updated at 2020-03-15T08:34:53.450Z by Another User)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-03-15T08:34:53.450Z',
+        updatedBy: {
+          fullName: 'Another User',
+          username: 'anotherUser',
+          email: 'elastic@elastic.co',
+        },
+      },
+    ]);
+  });
+
+  test('transform added comments', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ];
+    const res = transformComments(comments, ['informationAdded']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (added at 2020-03-13T08:34:53.450Z by Elastic User)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic User', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ]);
+  });
+
+  test('transform comments without fullname', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: '', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ];
+    const res = transformComments(comments, ['informationAdded']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (added at 2020-03-13T08:34:53.450Z by elastic)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: '', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: null,
+        updatedBy: null,
+      },
+    ]);
+  });
+
+  test('adds update user correctly', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-04-13T08:34:53.450Z',
+        updatedBy: { fullName: 'Elastic2', username: 'elastic', email: 'elastic@elastic.co' },
+      },
+    ];
+    const res = transformComments(comments, ['informationAdded']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (added at 2020-04-13T08:34:53.450Z by Elastic2)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-04-13T08:34:53.450Z',
+        updatedBy: { fullName: 'Elastic2', username: 'elastic', email: 'elastic@elastic.co' },
+      },
+    ]);
+  });
+
+  test('adds update user with empty fullname correctly', () => {
+    const comments: Comment[] = [
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-04-13T08:34:53.450Z',
+        updatedBy: { fullName: '', username: 'elastic2', email: 'elastic@elastic.co' },
+      },
+    ];
+    const res = transformComments(comments, ['informationAdded']);
+    expect(res).toEqual([
+      {
+        commentId: 'b5b4c4d0-574e-11ea-9e2e-21b90f8a9631',
+        version: 'WzU3LDFd',
+        comment: 'first comment (added at 2020-04-13T08:34:53.450Z by elastic2)',
+        createdAt: '2020-03-13T08:34:53.450Z',
+        createdBy: { fullName: 'Elastic', username: 'elastic', email: 'elastic@elastic.co' },
+        updatedAt: '2020-04-13T08:34:53.450Z',
+        updatedBy: { fullName: '', username: 'elastic2', email: 'elastic@elastic.co' },
+      },
+    ]);
+  });
+});
+
+describe('addTimeZoneToDate', () => {
+  test('adds timezone with default', () => {
+    const date = addTimeZoneToDate('2020-04-14T15:01:55.456Z');
+    expect(date).toBe('2020-04-14T15:01:55.456Z GMT');
+  });
+
+  test('adds timezone correctly', () => {
+    const date = addTimeZoneToDate('2020-04-14T15:01:55.456Z', 'PST');
+    expect(date).toBe('2020-04-14T15:01:55.456Z PST');
+  });
+});
+
+describe('throwIfNotAlive ', () => {
+  test('throws correctly when status is invalid', async () => {
+    expect(() => {
+      throwIfNotAlive(404, 'application/json');
+    }).toThrow('Instance is not alive.');
+  });
+
+  test('throws correctly when content is invalid', () => {
+    expect(() => {
+      throwIfNotAlive(200, 'application/html');
+    }).toThrow('Instance is not alive.');
+  });
+
+  test('do NOT throws with custom validStatusCodes', async () => {
+    expect(() => {
+      throwIfNotAlive(404, 'application/json', [404]);
+    }).not.toThrow('Instance is not alive.');
+  });
+});
+
+describe('request', () => {
+  beforeEach(() => {
+    axiosMock.mockImplementation(() => ({
+      status: 200,
+      headers: { 'content-type': 'application/json' },
+      data: { incidentId: '123' },
+    }));
+  });
+
+  test('it fetch correctly with defaults', async () => {
+    const res = await request({ axios, url: '/test' });
+
+    expect(axiosMock).toHaveBeenCalledWith('/test', { method: 'get', data: {} });
+    expect(res).toEqual({
+      status: 200,
+      headers: { 'content-type': 'application/json' },
+      data: { incidentId: '123' },
+    });
+  });
+
+  test('it fetch correctly', async () => {
+    const res = await request({ axios, url: '/test', method: 'post', data: { id: '123' } });
+
+    expect(axiosMock).toHaveBeenCalledWith('/test', { method: 'post', data: { id: '123' } });
+    expect(res).toEqual({
+      status: 200,
+      headers: { 'content-type': 'application/json' },
+      data: { incidentId: '123' },
+    });
+  });
+
+  test('it throws correctly', async () => {
+    axiosMock.mockImplementation(() => ({
+      status: 404,
+      headers: { 'content-type': 'application/json' },
+      data: { incidentId: '123' },
+    }));
+
+    await expect(request({ axios, url: '/test' })).rejects.toThrow();
+  });
+});
+
+describe('patch', () => {
+  beforeEach(() => {
+    axiosMock.mockImplementation(() => ({
+      status: 200,
+      headers: { 'content-type': 'application/json' },
+    }));
+  });
+
+  test('it fetch correctly', async () => {
+    await patch({ axios, url: '/test', data: { id: '123' } });
+    expect(axiosMock).toHaveBeenCalledWith('/test', { method: 'patch', data: { id: '123' } });
+  });
+});
diff --git a/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.ts b/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.ts
index 88fa8c0fc9dacfc..e6ecc6ae38be9a7 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/connectors/utils.ts
@@ -207,8 +207,12 @@ export const transformFields = ({ params, fields, currentIncident }: TransformFi
       date: params.updatedAt ?? params.createdAt,
       user:
         params.updatedBy != null
-          ? params.updatedBy.fullName ?? params.updatedBy.username
-          : params.createdBy.fullName ?? params.createdBy.username,
+          ? params.updatedBy.fullName
+            ? params.updatedBy.fullName
+            : params.updatedBy.username
+          : params.createdBy.fullName
+          ? params.createdBy.fullName
+          : params.createdBy.username,
       previousValue: currentIncident ? currentIncident[cur.key] : '',
     }).value;
     return prev;
@@ -223,8 +227,12 @@ export const transformComments = (comments: Comment[], pipes: string[]): Comment
       date: c.updatedAt ?? c.createdAt,
       user:
         c.updatedBy != null
-          ? c.updatedBy.fullName ?? c.updatedBy.username
-          : c.createdBy.fullName ?? c.createdBy.username,
+          ? c.updatedBy.fullName
+            ? c.updatedBy.fullName
+            : c.updatedBy.username
+          : c.createdBy.fullName
+          ? c.createdBy.fullName
+          : c.createdBy.username,
     }).value,
   }));
 };