ITSM integration setup

Connect License Reclaim to your ITSM platform.

License Reclaim ships with native connectors for ServiceNow, Jira Service Management, Serval, and Freshservice. Each setup is 10–20 minutes from credentials to first test ticket.

ServiceNow

Setup steps

1 In ServiceNow, create a REST API account with permissions to write to the Incident table (or your Request table).
2 Generate an OAuth token or basic auth credential — note the username + password.
3 In Salesforce → License Reclaim → Setup → ITSM Connectivity, choose ServiceNow.
4 Paste the instance URL (e.g., https://acme.service-now.com), credentials, and the Assignment Group to route tickets to.
5 Map the License Reclaim fields (user display name, email, last login, policy name) to ServiceNow fields.
6 In ServiceNow, create an Outbound REST message that fires on ticket close to https://YOUR-ORG.my.salesforce.com/services/apexrest/lr/itsm.
7 Use the HMAC signature header License Reclaim shows in the setup screen — paste it into the Outbound REST message as a script include for signing.

Webhook signature

HMAC-SHA256 over the request body, secret stored in Salesforce protected custom metadata.

Resolution tagging

Add either `lr_keep` or `lr_downgrade` as a resolution tag on the ticket. The webhook fires automatically on close.

Jira Service Management

Setup steps

1 In JSM, create an API user with permissions to create issues in your target Service Desk project.
2 Generate an API token for that user.
3 In Salesforce → License Reclaim → Setup → ITSM Connectivity, choose Jira Service Management.
4 Paste your JSM cloud URL, email, and the API token. Select the project and request type.
5 Map the License Reclaim fields to JSM custom fields (default mappings work for most orgs).
6 In JSM Automation, create a rule: When an issue is transitioned to Done, AND the issue has label `lr_keep` or `lr_downgrade`, POST to the License Reclaim webhook.
7 The setup screen shows the exact webhook URL and signing token to paste into the JSM Automation HTTP request action.

Webhook signature

IP allowlist + bearer token. License Reclaim verifies the source IP matches the Atlassian JSM range and the bearer token matches.

Resolution tagging

Add the `lr_keep` or `lr_downgrade` label before transitioning the issue to Done.

Serval

Setup steps

1 In Serval, create an API key with the Tickets:Write and Webhooks:Configure scopes.
2 In Salesforce → License Reclaim → Setup → ITSM Connectivity, choose Serval.
3 Paste the Serval workspace URL and the API key.
4 Configure the manager-approval template — Serval will email the manager directly and route their decision back.
5 License Reclaim shows the inbound webhook URL — paste it into Serval Webhooks pointing at the LR_ServalWebhookResource.
6 Serval signs the webhook with a JWT in the Authorization header (no extra configuration needed on either side).

Webhook signature

Signed JWT in the Authorization header, signed with a per-org shared secret.

Resolution tagging

Serval is the only provider that exposes a three-way decision: Keep / Revoke / Downgrade. The webhook payload includes the manager's choice directly.

Freshservice

Setup steps

1 In Freshservice, generate an API key for an account with Service Desk Agent permissions.
2 In Salesforce → License Reclaim → Setup → ITSM Connectivity, choose Freshservice.
3 Paste your Freshservice domain, the API key, and the target group/department.
4 Map the License Reclaim fields to Freshservice ticket fields.
5 In Freshservice → Admin → Automator, create a workflow: Trigger on ticket close, condition: tag includes `lr_keep` or `lr_downgrade`, action: Send web request to the License Reclaim webhook URL with the X-Freshservice-Signature header.
6 The signing secret is shown in the License Reclaim setup screen.

Webhook signature

HMAC-SHA256 in the X-Freshservice-Signature header, validated against a shared secret stored in protected custom metadata.

Resolution tagging

Add the `lr_keep` or `lr_downgrade` tag to the ticket before closing it.

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