Background

After you've connected and configured Jira ITSM logging for your preferred workflows, you can use the integration to log to your preferred Jira project for key access-related events. See📄 Connecting Jira and📄 Configuring Jira ITSM Logging

This article outlines the ITSM logging capabilities our Jira integration provides, and how Lumos interacts with the Jira API.

AppStore capabilities

The table below breaks out the different ITSM workflow actions Lumos takes when logging Jira tickets related to an access request made in the AppStore.

Workflow

Create a ticket when access is requested in the AppStore

Lumos creates a request in your specified Jira Project and Request Type with the following fields.

• Summary: More information on this here:📄 ITSM Notification Reference

• Description: More info on this here:📄 ITSM Notification Reference

• Request Type ID: The Request Type you configured in your ITSM settings.

• Service Desk ID: The Project you configured in your ITSM settings.

• Raise On Behalf Of: The user for whom access is being requested. If this is not allowed, or we cannot find a Jira account for this person, we will re-attempt and raise the ticket on behalf of the user who set up the Jira integration.

Jira API endpoint: https://docs.atlassian.com/jira-servicedesk/REST/4.18.2/#servicedeskapi/request-createCustomerRequest

Comment on a ticket when an access request task is assigned or completed

Lumos updates the ticket it creates in Jira with a private comment denoting who needs to make, or made the decision.

The content of the message can be found in this article:📄 ITSM Notification Reference

Jira API endpoint: https://docs.atlassian.com/jira-servicedesk/REST/4.18.2/#servicedeskapi/request/{issueIdOrKey}/comment

https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-issueidorkey-transitions-post (If you're mapping additional Jira statuses to Lumos statuses, we'll choose the status you've mapped based on the request status. See📄 Enabling ITSM Comment and Status syncs for Jira)

Resolve a ticket when an access request is completed

Lumos resolves the tickets it creates for access requests using the Provisioned transition from your ITSM settings.

If you're mapping additional Jira statuses to Lumos statuses, we'll choose the status you've mapped if the outcome is not Provisioned (i.e. Canceled). See📄 Enabling ITSM Comment and Status syncs for Jira

Jira API endpoint: https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-issueidorkey-transitions-post

Sync access request comments between the Lumos Slackbot and Jira

* This is only supported in our Jira Cloud integration, not Jira Server/Data Center.

More info on this can be found here: See📄 Enabling ITSM Comment and Status syncs for Jira

Sync all access request statuses with Jira ticket status

* This is only supported in our Jira Cloud integration, not Jira Server/Data Center.

More info on this can be found here.

Intercept a ticket when Lumos AI detects that it's an access request

* This is only supported in our Jira Cloud integration, not Jira Server/Data Center.

More info on the ticket interception process can be found here:📄 Ticket Interception 101

Useful links

Jira API documentation