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ServiceNow

Forward Luciq reports into ServiceNow. Authenticate with OAuth 2.0 or with a username and password, pick the caller and assignee, then test before going live.

Luciq supports two ways to authenticate with ServiceNow. If your ServiceNow administrators don't allow password-based access for integrations, use OAuth 2.0.

When you create the integration, the wizard's Authenticate step shows both options:

  • Basic Authentication — the username and password of a ServiceNow user. The quickest to set up, and unavailable on instances that block password authentication for integrations.

  • OAuth 2.0 — an OAuth integration you create on your own ServiceNow instance. No password is stored on Luciq, and access tokens are refreshed automatically.

Whichever you pick, the rest of the wizard is the same — see Set up, test, and finish.

OAuth 2.0

ServiceNow has no central app registry: every instance issues its own OAuth credentials. So an administrator creates an OAuth integration on your instance first, then you paste its Client ID and Client Secret into Luciq.

Creating the OAuth integration needs the admin, oauth_admin, or mi_admin role on your ServiceNow instance.

1

Create an inbound OAuth integration

In ServiceNow, open All → Machine Identity Console → Inbound Integrations, then select New Integration → OAuth - Authorization code grant.

On releases before Zurich, the same record lives under System OAuth → Application Registry → Create an OAuth API endpoint for external clients.

2

Fill in the record

Name the integration (for example Luciq) and add this Redirect URL exactly as written, including everything after the question mark:

https://dashboard.luciq.ai/integrations/oauth?provider=servicenow_oauth

Leave This is a public client unchecked — Luciq authenticates with a client secret.

3

Set the auth scope

Set Auth scope to useraccount, which lets Luciq use the Table API as the person who approves the connection.

4

Copy the credentials

ServiceNow fills in a Client ID and a Client Secret on the record. Copy both.

5

Connect from Luciq

In your Luciq dashboard, go to Settings → Integrations → ServiceNow and switch the toggle to OAuth 2.0. Paste the Client ID and Client Secret, enter your instance URL (for example https://example.service-now.com), then select Authenticate.

6

Approve the connection

ServiceNow opens a window asking to allow Luciq to connect. Sign in as the account the integration should run as, then select Allow. The window closes and the wizard moves on.

Forwarding runs as the account that approved the connection, so that account's roles decide what Luciq can do. It needs Table API access to incident, to create the ticket, and to sys_user, to list callers and assignees. An access policy that covers only incident passes the connection test and then fails when you choose a caller.

To move the integration to a different instance, or to connect as a different account, open the integration and select Reauthenticate. The client secret is never shown again after setup, so enter it once more on that screen.

Basic Authentication

1

Enter credentials and URL

Enter your ServiceNow username, password, and instance URL.

Set up, test, and finish

After authenticating with either method, the wizard takes you through the same final steps:

1

Select Caller, Assignee, and preview data

Select the Caller, Assignee, and the data you'd like to be able to preview.

2

Test the integration

At this point, we just need to test your integration so that we're sure everything is working smoothly.

3

Finish setup

All done! Your integration is now set-up and ready to go.

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