ServiceNow ITSM Capabilities
Last updated: October 8, 2024
Background
After you've connected and configured ServiceNow ITSM logging for your preferred workflows, you can use the integration to log to your preferred ServiceNow app for key access-related events. See📄 Connecting ServiceNow and📄 Configuring ServiceNow ITSM Logging
This article outlines the ITSM logging capabilities our ServiceNow integration provides, and how Lumos interacts with the ServiceNow API.
If you have additional reporting requirements for ServiceNow that aren't covered by the workflows below, please contact us at support@lumos.com or via Slack with a description of your situation so we can determine if further customization is possible for your use case.
AppStore capabilities
The table below breaks out the different ITSM workflow actions Lumos takes when logging ServiceNow 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 |
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 ServiceNow request with the following details.
Short Description: More information on this here:📄 ITSM Notification Reference
Description: More info on this here:📄 ITSM Notification Reference
We also add this text as a comment on the ticket.State: Set to
1.Requested For: The email of the person for whom access is being requested.
Opened By: The email of the person who submitted the access request.
ServiceNow API endpoint: https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/rest/c_TableAPI#table-POST (we create an sc_request record, then we immediately update the ticket's comments with the same text as the ticket description. we also create a record in the sc_req_item table linked to the request we create)
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 ServiceNow with a comment denoting who made the decision.
The content of the message can be found in this article:📄 ITSM Notification Reference
ServiceNow API endpoint: https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest/c_TableAPI#table-PATCH (we update the comments field on the sc_req_item table record with the comment content)
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.
ServiceNow API endpoint: https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/rest/c_TableAPI#table-PATCH (we update the state value on the sc_req_item table record to 3)