Background

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

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

AppStore capabilities

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

Workflow

Create a ticket when access is requested in the AppStore

Lumos creates a ticket in your specified Freshservice Group and Category with the following fields.

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

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

• Status: Set to Open.

• Priority: Set to Medium priority.

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

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

• Email: The email of the employee for whom access is being requested. See📄 Requesting Access to an App

Freshservice API endpoint: https://api.freshservice.com/#create_ticket

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

Lumos updates the ticket created in Freshservice with a comment denoting who made the decision.

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

Freshservice API endpoint: https://api.freshservice.com/#create_a_reply

Resolve a ticket when an access request is completed

Lumos resolves the ticket using the Resolve With value from your ITSM settings as the Status.

Freshservice API endpoint: https://api.freshservice.com/#update_ticket_priority (we update the status field)

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

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

Useful links

Freshservice API documentation