Configuring Zendesk ITSM Logging

Background

Once you've connected Zendesk (📄 Connecting Zendesk) to Lumos, you may want to set up ITSM logging so that Lumos logs a ticket to Zendesk every time someone requests access to an app (📄 Requesting Access to an App).

This article provides a breakdown of how Lumos logs tickets to Zendesk and instructions for setting up the ITSM connection.

Setup instructions

1. Go to your ITSM settings.

2. Choose Zendesk in the dropdown and click "Connect".

3. Choose the sync you want to configure.

4. Specify the Project, Request Type, and Resolve With values.

More context on these values can be found below.

• Project

  The Project maps to your active Zendesk Groups.

  Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/groups/groups/

• Request Type

  The Request Type shows you the non-deleted ticket forms available in your Zendesk instance.

  Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_forms/ (we don't filter ticket forms here based on the Zendesk Group)

• Resolve with

  The Resolve with will show you any active custom statuses you've created in Zendesk that map to a Solved ticket status. If you have no custom statuses, we'll show the Closed transition.

  Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/custom_ticket_statuses/#list-custom-ticket-statuses

5. Click "Save" to save your choices.