Change User & Reconnect for Confluence and ServiceNow Integrations

Purpose

The Reconnect feature allows admins to seamlessly manage integrations without disrupting business operations. It ensures that:

• When a refresh token expires, the integration can be reconnected directly at the app level.

• Admins have the option to Change User for the connected instance without disconnecting the integration.

This prevents bulk user disconnections and avoids service interruptions caused by manual disconnect/reconnect cycles.

Key Enhancements

1. RefreshTokenExpired flag has been introduced in GET /account/integrations to trigger Reconnect flow.

2. OAuth callback now supports action=reconnect | changeUser to identify the introduced flows and overwrite the connection details as per the action on success.

Supported Integrations

1. Service Now

2. Confluence

User Workflows

1. Reconnect Flow

   • Condition: refreshTokenExpired = true

   • Steps:

     1. User clicks Reconnect.

     2. Backend returns OAuth URL with action=reconnect.

     3. On successful authorisation, tokens & details if applicable are refreshed and stored in database/vault.

   

   

2. Change User Flow

   • Condition: Update user account in already connected instance

   • Steps:

     1. User clicks Change User.

     2. Backend returns OAuth URL with action=changeUser.

     3. On successful authorisation, token & user details are updated in database/vault.

API Contracts

GET Integration Status: The response specifies if the refresh token has been expired for the connected integration and if true UI will start showing the Reconnect warning.

Endpoint:

GET /v1/account/integrations?type=supportAndTicketing&includeUserLevelConnectionData=true

Response Sample:

[
    {
        "vendor": "servicenow",
        "integrated": true,
        "connectionDetails": {
            "total": 579,
            "connected": 100
        },
        "refreshTokenExpired": true
    }
]

Initiate OAuth Flow

Endpoint:

GET /v1/account/integrations/confluence/oauth2/url?flow=app&action=changeUser

Behavior

• Earlier: The API had a pre-check - If the integration was already connected, the API would block any new connection attempts to prevent duplicate connections.

• Now: We introduced a new action query parameter to bypass the existing check in specific scenarios.

  • reconnect → Used when the refresh token has expired.

  • changeUser → Used when we want to switch to another user from the same domain without removing the integration first