ITSM Notification Reference

Background

The emails being sent by Lumos to your ITSM follow a standard format regardless of the ITSM (📄 Connecting Your ITSM) you connect. This article provides screenshots and descriptions of each type of email we deliver when someone requests access to an app in the AppStore. See📄 Requesting Access to an App

Subject

The subject of the email will be in the format [Access Request] {App Name} for {Request Target}.

Example: If Alice Smith requests Zoom for Bob Jones, the message will be "[Access Request] Zoom for Bob Jones".

Initial email

The initial email when a request is submitted contains key details about the request.

Approval pending

If the ticket is being logged to a supported ITSM, Lumos will add a comment denoting who the approval is waiting on. See📄 Connecting Your ITSM

Approval confirmation

When a request is approved, a confirmation is sent regarding who approved the request.

Denial confirmation

When a request is denied, either at the approval or provisioning stage, a notification is sent.

If Lumos is set up to auto-resolve tickets, the ticket will be closed automatically when the request is denied.

Provisioning confirmation

When someone is added to a group automatically, a notification is sent attesting to the fact that provisioning was successful.

Request cancellation confirmation

When the request is cancelled, a notification is sent confirming the cancellation. If the ticket can be auto-resolved, Lumos will do so after this message.

Request completion confirmation

When a request is successfully completed, a notification is sent confirming that provisioning is complete. If the ticket can be auto-resolved, Lumos will do so after this message.

Request expired

When a request expires, a notification is sent confirming that the request can no longer be acted on. If the ticket can be auto-resolved, Lumos will auto-resolve it after this action.

Custom access request

When someone submits a custom access request, a one-off email is sent to your ITSM destination informing your team of the app being requested, along with the justification. See📄 Enabling Custom Requests