Documentation forService Desk

Setup: Labs - Built-in integration for Entra ID

Introduction

Through the Labs module, you can set up a built-in integration with Entra ID. If you have never used a feature in Labs before, read Setup: Labs to gain an understanding of how Labs works in Service Desk.

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Setup > Setup > Labs

Organization > Setup > Labs

Built-in process integrations

For Advanced and Premier customers.

Built-in process integrations are pre-configured connectors for popular third-party tools that are ready to use without any API knowledge. Instead of manually constructing HTTP requests and API payloads, you simply select the actions you want to perform on the target product and use the Field Mapping section to connect your Service Desk fields to the corresponding fields in the integrated product. Once configured, the integration is available as a step in your service catalog items, change catalog items, and runbooks, so your team can automate cross-product workflows in minutes.

Entra ID credentials

Microsoft Entra ID uses the OAuth 2.0 client credentials flow. Before you create the credential set in Service Desk, register an app in Entra ID and collect its Client ID and Client Secret, along with the Tenant ID of your organization's Entra tenant.

Step 1: Create credentials

  1. Navigate to Setup > Account > Credentials and click Add.

  2. Select OAuth 2.0 as the authentication method.

  3. Enter the following:

    Field Value
    Authentication URL

    https://login.microsoftonline.com/{tenant_id}/oauth2/v2.0/token

    where {tenant_id} is your Entra ID Tenant ID
    Body

    grant_type=client_credentials&client_id={client_id}&client_secret={client_secret}&scope=https://graph.microsoft.com/.default

    where {client_id} and {client_secret} are the Client ID and Client Secret of your app registration in Entra ID

    The {tenant_id}, {client_id}, and {client_secret} placeholders above indicate where you substitute your own values. Omit the curly braces and enter only the actual Tenant ID, Client ID, and Client Secret from your Entra app registration.

  4. Click Save.

    Once saved, the header value is masked and displayed as asterisks, and this credential becomes available to select when you create or edit the Microsoft Entra ID process integration.

Step 2: Enable the Microsoft Entra ID built-in integration in Labs

  1. Navigate to Setup > Labs.

    ESM customers: navigate to Organization > Setup > Labs.

  2. Scroll down to Microsoft Entra ID Integration and switch the toggle to On.

  3. Select whether the feature should be on for all users or specific users. If you selected Specific Users, click +Add Users and search the Add Recipients list to add users.

Step 3: Configure the Microsoft Entra ID built-in integration

From the process integrations page:

  1. Hover over the row for the built-in integration.

    ESM customers: navigate to IT Service Provider > Setup > Integrations > Process Integrations.

  2. Click the ellipsis on the far right of the row, and select Edit.

    The Edit Http Integration pane opens on the right.

  3. Under Actions, select the actions you want to allow.

    • Create User

    • Update User

    • Disable Account

    • Delete User

    • Add User to Group: Adds a user to a specified Security or Microsoft 365 group.

    • Remove User from Group: Revokes group membership for offboarding or role changes.

    • Revoke Sign-in Sessions: Invalidates all active refresh tokens for a user (Security Kill-switch).

    • Update User Manager: Sets or changes the "Manager" property for a user profile.

  4. For each action, map the product's fields to your Service Desk fields. When you create field mappings, Service Desk automatically displays the mandatory fields, marked with a red asterisk. You can then define additional mapping for other fields by using add/remove custom fields.

    Be sure that every mandatory field is mapped to a Service Desk field. Any information you want to send to the integrated product must be mapped so Service Desk knows what to send. If any Service Desk field shows as Not Set, you cannot save.

  5. Optionally, in Labs you can enable Output Variable Abstraction for Built-in Process Integrations. This feature enables extraction of output variables from API responses in built-in process integrations. Once enabled, output variable mappings can be configured for the Entra ID built-in process integration, allowing you to capture response values. You can choose to enable for all users or specific users. API product fields to Service Desk fields are indicated by a right-facing arrow during the mapping process.

  6. Click Save.

  7. To take advantage of the integration, return to Process integrations and follow the instructions at Step 3: Add process integration to a workflow in a Service Catalog, Change Catalog, or Runbook.

Related topics

Setup: Labs