Configuring Jira ITSM Logging
Last updated: October 7, 2024
Background
Once you've connected Jira to Lumos, you may want to set up ITSM logging so that Lumos logs a ticket to Jira every time someone requests access to an app. See📄 Connecting Jira and📄 Requesting Access to an App
This article provides a breakdown of how Lumos logs tickets to Jira and instructions for setting up the ITSM connection.
Jira Cloud instructions
1. Go to your ITSM settings.
2. Choose Jira Cloud in the dropdown and click "Connect".
If your Jira is behind a firewall, you may need to allowlist our outbound IP address so that Lumos can communicate with your Jira tenant. See📄 Lumos IP addresses
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 Jira Service Desks. You will not be able to select a Project without valid Request Types (click the Request Type tab for more info on valid Request Types).
Jira API endpoint: https://docs.atlassian.com/jira-servicedesk/REST/4.18.2/#servicedeskapi/servicedesk-getServiceDesks
Request Type
The Request Type shows you the request types for a given Service Desk that:
Have a summary field
Have a description field
Have no other required fields
If a Request Type does not meet these criteria, it cannot be used by Lumos.
Jira API endpoint: https://docs.atlassian.com/jira-servicedesk/REST/4.18.2/#servicedeskapi/servicedesk/{serviceDeskId}/requesttype-getRequestTypes
Provisioned/Resolve with
If you're using Jira Cloud, you'll see the Provisioned status. The Provisioned status will show you any Jira transitions available for the request type. You'll need to choose a transition that maps most accurately to a closed ticket in your project! If you would like to perform more detailed mapping of Lumos transitions to Jira transitions, please read this article to learn more:📄 Enabling ITSM Comment and Status syncs for Jira
If you're configuring Custom Requests, you'll see a Resolve with option, which allows you to choose any close transition that can be accessed directly from the initial transition used after the request is created. See📄 Enabling Custom Requests
Jira API endpoint: https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-workflows/#api-rest-api-3-workflow-search-get
5. Click "Save" to save your choices.
Jira Server instructions
1. Log into Jira as an Administrator and navigate to your workflows.
2. Select a project.
3. From your project's sidebar, select Project settings > Workflows.
4. Select Text.
5. Retrieve the status value from Jira that you would like to see mapped to the following Lumos request statuses
Lumos Request Status | Required |
Provisioned | ✅ |
Awaiting Approval | ❌ |
Awaiting Provisioning | ❌ |
Canceled | ❌ |
Denied | ❌ |
Expired | ❌ |
Please note that you can only map statuses 1:1 between Lumos and Jira. A single Jira workflow status cannot be mapped to multiple Lumos request statuses. If you're using the same transition in multiple states, modify the workflow to re-use the transition by selecting Diagram > Add Transition > Reuse a transition.