Configuring Freshservice ITSM Logging

Background

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

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

Setup instructions

1. Go to your ITSM settings.

2. Choose FreshService 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 Freshservice Groups.

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

• Request Type

  The Request Type shows you the choices available for the Category ticket field.

  Freshservice API endpoint: https://api.freshservice.com/#view_all_ticket_fields (we get the Category ticket field and show you the choices).

• Resolve with

  The Resolve with shows you the choices available for the Status ticket field.

  Freshservice API endpoint: https://api.freshservice.com/#view_all_ticket_fields (we get the Status ticket field and show you the choices).

5. Click "Save" to save your choices.