Connecting Your ITSM

Background

Why would you connect your ITSM to Lumos?

• Ticket Logging (Compliance)

  The AppStore comes with an📄 AppStore Activity Logwith all of the approval reporting you'll need.

  However, if you need a ticket in your ITSM for every access request, we can create them for you automatically.

• Accept Any Request in the AppStore (Custom Requests)

  Did you know that your AppStore can accept requests for apps that aren't in your AppStore yet?

  If your employees don't see one of your apps in the AppStore, they can request it in Lumos using a Custom Request (📄 Enabling Custom Requests). When employees log a custom request, Lumos will create a ticket in your ITSM so that you can follow up (and add the app to the AppStore later!)

• Redirect Tickets to the AppStore (Ticket Interception)

  Lumos can watch for access request tickets being created in your ITSM and automatically intercept them with a comment that redirects requesters to that app in your AppStore. Increase adoption of the AppStore and eliminate more tickets than ever! 🤯

Steps

1. Go to your ITSM settings

2. Configure your connection

Choose the connection that maps to the ITSM you use for access request tickets.

• Jira Cloud

  Read here to learn how to connect Jira Cloud to Lumos:📄 Connecting Jira, and use this article as a reference when setting up automated ticket logging:📄 Configuring Jira ITSM Logging

• Jira Data Center/Server

  Read here to learn how to connect Jira Server/Data Center to Lumos:📄 Connecting Jira, and use this article as a reference when setting up automated ticket logging:📄 Configuring Jira ITSM Logging

• Jira (No Jira Service Management)

  Read here to learn how to log tickets to Jira without Jira Service Management: 📄 Configuring Jira ITSM Logging Without Jira Service Management

• Freshservice

  Read here to learn how to connect Freshservice to Lumos:📄 Connecting Freshservice, and use this article as a reference when setting up automated ticket logging:📄 Configuring Freshservice ITSM Logging

• ServiceNow

  Read here to learn how to connect ServiceNow to Lumos:📄 Connecting ServiceNow, and use this article as a reference when setting up automated ticket logging:📄 Configuring ServiceNow ITSM Logging

• Zendesk

  Read here to learn how to connect Zendesk to Lumos:📄 Connecting Zendeskand use this article as a reference when setting up automated ticket logging:📄 Configuring Zendesk ITSM Logging

• Email Messaging

  For Email Messaging, Lumos will deliver an email to the address you enter for each access request and will deliver new messages to that email when requests are updated.

  Most modern ITSMs support message threading, so the messages being delivered by Lumos should thread to the same ticket.

3. Click "Save"