Configuring Jira ITSM Logging Without Jira Service Management

Background

If your company hasn't purchased the Jira Service Management product needed to connect the Lumos Jira integration, this article provides a workaround for enabling ITSM logging in Jira without Jira Service Management. See📄 Connecting Jira

Configuring ticket creation and updates

There are two steps to this process. First, we'll set up a Jira mail handler that will create issues in your project and update them with comments when changes happen in Lumos.

1. In Jira, go to Settings > System.

2. Go to the Incoming Mail section.

3. Click the Add incoming mail server button (Note: If you already have an incoming mail server and don't have any incoming mail handlers set up, you can skip to step 5).

4. Configure a new mail server according to your preferences.

5. Once you have a new mail server, click the Add incoming mail handler button.

6. Give it a name, choose the mail server you just created, then choose the event Create a new issue or add a comment to an existing issue for the Mail Handler Type.

7. Choose the project in which the issues will be created.

8. Click Add to add this new mail handler.

9. Grab the email address from the Jira email server, choose the Email Messaging option in the Lumos ITSM settings page, plug in the email address, then click the Save button.

Configuring auto-resolution

To auto-resolve tickets created by Lumos once access requests are resolved, follow the additional steps below.

1. In Jira, go to your project settings page and go to the Automation section.

   1. Click the Create rule button.

   2. Choose the Issue commented option.

   3. Leave the Comment type field as "All comments" and click the Save button.

   4. Choose the New condition option.

   5. Choose the Issue fields condition option.

   6. Choose the "Summary" Field and the "contains" Condition and plug in [Access Request]. Save this condition.

   7. Click Add component to add another condition and choose the Advanced compare condition option. For the First value, enter {{comment.body}}. Then choose Condition as "equals" and enter This ticket can be closed for the Second value and save the condition.

   8. Click Add component to add another condition and choose New action. At this point, you'll set the fields that are needed to close your ticket (this may be different depending on your project requirements). At a minimum, you'll want to choose the Transition issue action and move the ticket to your completed status.