Manage licenses with service desk integrations in Lucid

For admins: Install the ServiceNow IT Service Manager integration

Integrate Lucid with ServiceNow IT Service Manager to automatically create tickets in ServiceNow when users request a license in Lucid.

To integrate Lucid with ServiceNow IT Service Manager, follow these steps:

1. Log in to your Lucid account.
2. Click Admin from the navigation menu at the bottom-left of the screen.
3. Click License settings in the left-hand menu.
4. Select Lucid Suite settings.
5. Under “Customized eligibility criteria”, select Manually approve after threshold.
6. Click Save changes.
7. Select Modify connection to the right of “Manage requests with ServiceNow”.
8. Follow the prompts to connect your ServiceNow instance.

Once all of the steps are complete, click Edit Settings to return to License settings in Lucid and ensure “Manage requests with ServiceNow” is selected.

Configure the OAuth2 client in ServiceNow

ServiceNow requires each organization to create and manage its own client directly within its instance. The integration relies on this specific client to make secure API calls to your instance.

To configure the OAuth2 client, follow these steps: 

1. Log in to ServiceNow.
2. Navigate to All from the left navigation menu.
3. Select System OAuth.
4. Select Inbound Integrations.
5. Click New Integration at the top-right.
6. Select OAuth - Client Credentials Grant.
7. Under “Details”, name your client.
8. Select your OAuth application user from the dropdown.
9. Choose the User or Service Account that will submit requests.
   • Refer to the ServiceNow documentation for instructions on creating a web service-only service account. 
10. Under “Auth scope”, select Auth Scope from the dropdown.
    • Ensure the Auth scope provides access to the “Service Catalog” and “Table” APIs.
    • For instructions on configuring an auth scope, refer to the ServiceNow documentation.
11. Copy the Client ID and Client secret.
12. Return to Lucid and paste the Client ID and Client secret into the fields “OAuth client ID” and “OAuth client secret”.
13. In ServiceNow, click Save. 
14. In Lucid, click Connect to ServiceNow.

Lucid license requests will now automatically open tickets in ServiceNow. View ticket statuses under the pending license requests page in the Lucid admin panel. To learn more, check out our article Add users and assign licenses in Lucid.

Configure the catalog item in ServiceNow

You can integrate an existing catalog item by providing its sys_id during configuration. Refer to this post in ServiceNow’s forum to learn how to retrieve the sys_id corresponding to your catalog item.

We work hard to ensure the information in the Lucid Help Center is up-to-date. However, the third-party resources linked in this section are not owned by Lucid and may change without notice. If you notice that this information is outdated, please let us know in the feedback survey linked at the bottom of this article.

Once connected, Lucid fetches the item's questions so you can pre-populate default answers for request fields. You can also select which ServiceNow field will store the justification text.

For admins: Install the Jira Service Management integration

Automate license management with the Jira Service Management and Lucid integration. After setup, license requests made in Lucid generate Jira tickets and create a more seamless approval workflow for both admins and users.

To configure Lucid with Jira Service Management, follow these steps:

1. Log in to your Lucid account.
2. Click Admin from the navigation menu at the bottom-left of the screen.
3. Click License settings in the left-hand menu.
4. Select Lucid Suite settings.
5. Under “Customized eligibility criteria”, select Manually approve after threshold.
   • This is required to use the Jira Service Management integration.
6. Click Save changes.
7. Under “Licensing request management”, click Connect to Jira Service Management.
8. Follow the prompts to connect your Jira Service Management instance. 
9. Once connected, click the Edit Settings link in the Jira “Update request intake method” section to navigate back to Lucid.
10. Under the “Licensing request management” section, select the Jira Service Management option.
11. Click Save changes at the top right of the page.

Once complete, Lucid license requests automatically open tickets in Jira Service Management. You can view ticket statuses under the pending license requests page in the Lucid admin panel.

To edit the Jira Service Management integration, follow these steps:

1. Log in to your Lucid account.
2. Click Admin from the navigation menu at the bottom-left of the screen.
3. Click License settings in the left-hand menu.
4. Select Lucid Suite settings.
5. Under “Licensing request management”, click Modify connection.

Alternatively, to edit the configuration from the App integration page, follow these steps:

1. Log in to your Lucid account.
2. Click Admin from the navigation menu at the bottom-left of the screen.
3. Click App integration.
4. Select General.
5. Click the “Jira Service Management” tile. 

Configure the catalog item in Jira Service Management

Lucid uses request metadata to allow admins to pre-populate fields on new requests. Justifications automatically default in the Description field, or you can create a custom field in Jira Service Management to receive the justification.

FAQ

How does the service desk integration experience differ from a custom flow set up?
A custom flow setup requires your users to leave Lucid and manually submit license requests in their service desk platform. With these integrations, users can request licenses directly inside the Lucid interface. Requests are sent straight into your existing service desk queues, keeping your system of record as the single source of truth.

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