Lumos intercepted my access request ticket but didn't update it. Why?

Last updated: October 7, 2024

Problem

You created an IT ticket and Lumos commented on the ticket with a link to the AppStore (via📄 Ticket Interception 101).

You then requested the app in Lumos but Lumos didn't update or resolve the ITSM ticket.

Solution

It's likely that the request created in Lumos wasn't created by clicking on the link in the ticket.

In order for Lumos to auto-update a ticket that we intercepted, someone needs to click the link that Lumos added to the ticket and complete the request directly from there, without navigating to different screens.

Clicking this link lets Lumos link the request to the ticket and will cause the ticket to get updated automatically.

If you clicked the link in the ticket and Lumos isn't updating the ticket, please contact support@lumos.com and provide the following details.

  1. ITSM ticket #

  2. The Activity Log entry linked to the request.