diff --git a/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.test.ts b/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.test.ts
index e7e2b2bc4118..848575798f10 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.test.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.test.ts
@@ -78,7 +78,9 @@ describe('ServiceNow', () => {
           services,
         } as unknown) as ServiceNowActionTypeExecutorOptions;
         await actionType.executor(executorOptions);
-        expect((api.pushToService as jest.Mock).mock.calls[0][0].commentFieldKey).toBe('comments');
+        expect((api.pushToService as jest.Mock).mock.calls[0][0].commentFieldKey).toBe(
+          'work_notes'
+        );
       });
     });
   });
diff --git a/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.ts b/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.ts
index f6be7c90820a..f2b500df6ccb 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/servicenow/index.ts
@@ -76,7 +76,12 @@ export function getServiceNowITSMActionType(params: GetActionTypeParams): Servic
       }),
       params: ExecutorParamsSchemaITSM,
     },
-    executor: curry(executor)({ logger, configurationUtilities, table: serviceNowITSMTable }),
+    executor: curry(executor)({
+      logger,
+      configurationUtilities,
+      table: serviceNowITSMTable,
+      commentFieldKey: 'work_notes',
+    }),
   };
 }
 
diff --git a/x-pack/plugins/actions/server/builtin_action_types/servicenow/service.ts b/x-pack/plugins/actions/server/builtin_action_types/servicenow/service.ts
index 6707d9393bd5..07ed9edc94d3 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/servicenow/service.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/servicenow/service.ts
@@ -11,7 +11,11 @@ import { ExternalServiceCredentials, ExternalService, ExternalServiceParams } fr
 
 import * as i18n from './translations';
 import { Logger } from '../../../../../../src/core/server';
-import { ServiceNowPublicConfigurationType, ServiceNowSecretConfigurationType } from './types';
+import {
+  ServiceNowPublicConfigurationType,
+  ServiceNowSecretConfigurationType,
+  ResponseError,
+} from './types';
 import { request, getErrorMessage, addTimeZoneToDate, patch } from '../lib/axios_utils';
 import { ActionsConfigurationUtilities } from '../../actions_config';
 
@@ -62,6 +66,15 @@ export const createExternalService = (
     }
   };
 
+  const createErrorMessage = (errorResponse: ResponseError): string => {
+    if (errorResponse == null) {
+      return '';
+    }
+
+    const { error } = errorResponse;
+    return error != null ? `${error?.message}: ${error?.detail}` : '';
+  };
+
   const getIncident = async (id: string) => {
     try {
       const res = await request({
@@ -76,7 +89,9 @@ export const createExternalService = (
       throw new Error(
         getErrorMessage(
           i18n.SERVICENOW,
-          `Unable to get incident with id ${id}. Error: ${error.message}`
+          `Unable to get incident with id ${id}. Error: ${
+            error.message
+          } Reason: ${createErrorMessage(error.response?.data)}`
         )
       );
     }
@@ -97,7 +112,9 @@ export const createExternalService = (
       throw new Error(
         getErrorMessage(
           i18n.SERVICENOW,
-          `Unable to find incidents by query. Error: ${error.message}`
+          `Unable to find incidents by query. Error: ${error.message} Reason: ${createErrorMessage(
+            error.response?.data
+          )}`
         )
       );
     }
@@ -122,7 +139,12 @@ export const createExternalService = (
       };
     } catch (error) {
       throw new Error(
-        getErrorMessage(i18n.SERVICENOW, `Unable to create incident. Error: ${error.message}`)
+        getErrorMessage(
+          i18n.SERVICENOW,
+          `Unable to create incident. Error: ${error.message} Reason: ${createErrorMessage(
+            error.response?.data
+          )}`
+        )
       );
     }
   };
@@ -147,7 +169,9 @@ export const createExternalService = (
       throw new Error(
         getErrorMessage(
           i18n.SERVICENOW,
-          `Unable to update incident with id ${incidentId}. Error: ${error.message}`
+          `Unable to update incident with id ${incidentId}. Error: ${
+            error.message
+          } Reason: ${createErrorMessage(error.response?.data)}`
         )
       );
     }
@@ -165,7 +189,12 @@ export const createExternalService = (
       return res.data.result.length > 0 ? res.data.result : [];
     } catch (error) {
       throw new Error(
-        getErrorMessage(i18n.SERVICENOW, `Unable to get fields. Error: ${error.message}`)
+        getErrorMessage(
+          i18n.SERVICENOW,
+          `Unable to get fields. Error: ${error.message} Reason: ${createErrorMessage(
+            error.response?.data
+          )}`
+        )
       );
     }
   };
@@ -182,7 +211,12 @@ export const createExternalService = (
       return res.data.result;
     } catch (error) {
       throw new Error(
-        getErrorMessage(i18n.SERVICENOW, `Unable to get choices. Error: ${error.message}`)
+        getErrorMessage(
+          i18n.SERVICENOW,
+          `Unable to get choices. Error: ${error.message} Reason: ${createErrorMessage(
+            error.response?.data
+          )}`
+        )
       );
     }
   };
diff --git a/x-pack/plugins/actions/server/builtin_action_types/servicenow/types.ts b/x-pack/plugins/actions/server/builtin_action_types/servicenow/types.ts
index 1c0b2c9c62ee..50631cf289a7 100644
--- a/x-pack/plugins/actions/server/builtin_action_types/servicenow/types.ts
+++ b/x-pack/plugins/actions/server/builtin_action_types/servicenow/types.ts
@@ -171,3 +171,12 @@ export interface ExternalServiceCommentResponse {
   pushedDate: string;
   externalCommentId?: string;
 }
+
+type TypeNullOrUndefined<T> = T | null | undefined;
+export interface ResponseError {
+  error: TypeNullOrUndefined<{
+    message: TypeNullOrUndefined<string>;
+    detail: TypeNullOrUndefined<string>;
+  }>;
+  status: TypeNullOrUndefined<string>;
+}
diff --git a/x-pack/plugins/case/server/client/configure/mock.ts b/x-pack/plugins/case/server/client/configure/mock.ts
index 4d0c384e23e2..ee214de9b51d 100644
--- a/x-pack/plugins/case/server/client/configure/mock.ts
+++ b/x-pack/plugins/case/server/client/configure/mock.ts
@@ -83,7 +83,24 @@ export const mappings: TestMappings = {
     },
     {
       source: 'comments',
-      target: 'comments',
+      target: 'work_notes',
+      action_type: 'append',
+    },
+  ],
+  [ConnectorTypes.serviceNowSIR]: [
+    {
+      source: 'title',
+      target: 'short_description',
+      action_type: 'overwrite',
+    },
+    {
+      source: 'description',
+      target: 'description',
+      action_type: 'overwrite',
+    },
+    {
+      source: 'comments',
+      target: 'work_notes',
       action_type: 'append',
     },
   ],
@@ -613,6 +630,24 @@ export const formatFieldsTestData: FormatFieldsTestData[] = [
     fields: serviceNowFields,
     type: ConnectorTypes.serviceNowITSM,
   },
+  {
+    expected: [
+      { id: 'approval', name: 'Approval', required: false, type: 'text' },
+      { id: 'close_notes', name: 'Close notes', required: false, type: 'textarea' },
+      { id: 'contact_type', name: 'Contact type', required: false, type: 'text' },
+      { id: 'correlation_display', name: 'Correlation display', required: false, type: 'text' },
+      { id: 'correlation_id', name: 'Correlation ID', required: false, type: 'text' },
+      { id: 'description', name: 'Description', required: false, type: 'textarea' },
+      { id: 'number', name: 'Number', required: false, type: 'text' },
+      { id: 'short_description', name: 'Short description', required: false, type: 'text' },
+      { id: 'sys_created_by', name: 'Created by', required: false, type: 'text' },
+      { id: 'sys_updated_by', name: 'Updated by', required: false, type: 'text' },
+      { id: 'upon_approval', name: 'Upon approval', required: false, type: 'text' },
+      { id: 'upon_reject', name: 'Upon reject', required: false, type: 'text' },
+    ],
+    fields: serviceNowFields,
+    type: ConnectorTypes.serviceNowSIR,
+  },
 ];
 export const mockGetFieldsResponse = {
   status: 'ok',
diff --git a/x-pack/plugins/case/server/client/configure/utils.ts b/x-pack/plugins/case/server/client/configure/utils.ts
index 7e91c2ae5a4d..80e6c7a3b886 100644
--- a/x-pack/plugins/case/server/client/configure/utils.ts
+++ b/x-pack/plugins/case/server/client/configure/utils.ts
@@ -93,21 +93,26 @@ const findTextAreaField = (fields: ConnectorField[]): string =>
 const getPreferredFields = (theType: string) => {
   let title: string = '';
   let description: string = '';
+  let comments: string = '';
+
   if (theType === ConnectorTypes.jira) {
     title = 'summary';
     description = 'description';
+    comments = 'comments';
   } else if (theType === ConnectorTypes.resilient) {
     title = 'name';
     description = 'description';
+    comments = 'comments';
   } else if (
     theType === ConnectorTypes.serviceNowITSM ||
     theType === ConnectorTypes.serviceNowSIR
   ) {
     title = 'short_description';
     description = 'description';
+    comments = 'work_notes';
   }
 
-  return { title, description };
+  return { title, description, comments };
 };
 
 const getRemainingFields = (fields: ConnectorField[], titleTarget: string) =>
@@ -143,9 +148,16 @@ export const createDefaultMapping = (
   theType: string
 ): ConnectorMappingsAttributes[] => {
   const { description: dynamicDescription, title: dynamicTitle } = getDynamicFields(fields);
-  const { description: preferredDescription, title: preferredTitle } = getPreferredFields(theType);
+
+  const {
+    description: preferredDescription,
+    title: preferredTitle,
+    comments: preferredComments,
+  } = getPreferredFields(theType);
+
   let titleTarget = dynamicTitle;
   let descriptionTarget = dynamicDescription;
+
   if (preferredTitle.length > 0 && preferredDescription.length > 0) {
     if (shouldTargetBePreferred(fields, dynamicTitle, preferredTitle)) {
       const { description: dynamicDescriptionOverwrite } = getDynamicFields(fields, preferredTitle);
@@ -169,7 +181,7 @@ export const createDefaultMapping = (
     },
     {
       source: 'comments',
-      target: 'comments',
+      target: preferredComments,
       action_type: 'append',
     },
   ];