Zendesk ITSM Capabilities
Last updated: October 8, 2024
Background
After you've connected and configured Zendesk ITSM logging for your preferred workflows, you can use the integration to log to your preferred Zendesk group for key access-related events. See📄 Connecting Zendesk and📄 Configuring Zendesk ITSM Logging
This article outlines the ITSM logging capabilities our Zendesk integration provides, and how Lumos interacts with the Zendesk API.
AppStore capabilities
The table below breaks out the different ITSM workflow actions Lumos takes when logging Zendesk tickets related to an access request made in the AppStore.
Workflow |
Create a ticket when access is requested in the AppStore |
Comment on a ticket when an access request task is assigned or completed |
Resolve a ticket when an access request is completed |
Intercept a ticket when Lumos AI detects that it's an access request |
Create a ticket when access is requested in the AppStore
AppStore | Offboarding | Access Reviews | License Management |
✅ | N/A | N/A | N/A |
Lumos creates a ticket in your specified Zendesk Group and Ticket Form with the following fields.
Subject: More information on this here:📄 ITSM Notification Reference
Comment: More info on this here:📄 ITSM Notification Reference
Ticket Form ID: The Request Type you configured in your ITSM settings.
Group ID: The Project you configured in your ITSM settings.
Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket
Comment on a ticket when an access request task is assigned or completed
AppStore | Offboarding | Access Reviews | License Management |
✅ | N/A | N/A | N/A |
Lumos updates the ticket created in Zendesk with a comment denoting who made the decision.
The content of the message can be found in this article:📄 ITSM Notification Reference
Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#json-format
Resolve a ticket when an access request is completed
AppStore | Offboarding | Access Reviews | License Management |
✅ | N/A | N/A | N/A |
Lumos resolves the ticket using the Resolve With value from your ITSM settings as the Status.
Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket
Intercept a ticket when Lumos AI detects that it's an access request
AppStore | Offboarding | Access Reviews | License Management |
✅ | N/A | N/A | N/A |
More info on the ticket interception process can be found here:📄 Ticket Interception 101