Ticket Interception 101

Last updated: October 9, 2024

After this article...

You'll understand what ticket interception is, how it works, and how it drives more traffic to your AppStore -- with AI!

Background

You've rolled out your AppStore, but your employees are still submitting some access requests the old way -- using forms you created in your ITSM or sending emails to IT.

How do you nudge them to use your AppStore, which will automate their request and save time?

Enter...ticket interception.

AI buzzwords ahead!

What is ticket interception?

Ticket interception (TI) is a Lumos service that watches your ITSM for new tickets and intercepts them with a link to your AppStore if they look like access requests.

If TI sees a ticket that looks like an access request (using AI to parse the subject + body), it automatically adds a comment to the ticket with a targeted link to the AppStore.

The requester (or anyone in the ticket!) can click this link to finish the request via the AppStore, and Lumos will auto-resolve the ticket once the AppStore request is complete.

Watch the video below to see it in action!

How does Lumos know when to intercept a ticket?

Lumos maintains a proprietary machine learning model trained on ITSM ticket data.

When our model sees text in the subject or body of the initial ticket message that it classifies as an access request, the ticket becomes eligible for interception.

What happens when Lumos intercepts a ticket?

If Lumos can match the requester to a Lumos User and the app to one in your AppStore...

Lumos will comment on the ticket with a link to request the app in your AppStore with the "Access for" field pre-filled to the person for whom access is being requested.

If Lumos can't match the requester but can match the app to one in your AppStore...

Lumos will comment on the ticket with a link to request the app in your AppStore. The "Access for" field will be pre-filled to the person who clicks the link and may need to be changed.

If Lumos can't match the requester or the app to one in your AppStore...

By default, the ticket will not be intercepted. However, if you want Lumos to intercept any ticket in a specific ITSM project, regardless of whether it's classified as an access request, please contact support@lumos.com.

What happens when someone clicks the AppStore link added by TI?

They're taken to the AppStore to complete the access request via Lumos.

If someone submits an access request...

Lumos will comment on the ticket, noting that the ticket was intercepted, and will update it through resolution, auto-resolving it when the request is complete.

If you're managing the ticket, you can click the link on someone's behalf to submit the AppStore request for them. Lumos will then automate the access request and the ticket resolution!

If no one submits an access request...

Nothing happens. The ticket will need to be managed in your ITSM per your usual processes.