Configuring ServiceNow ITSM Logging

Background

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

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

Setup instructions

1. Go to your ITSM settings.

2. Choose ServiceNow 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 will be either "Request" or "Incident", depending on the type of ServiceNow record you want Lumos to create.

• Request Type

  The Request Type will be set to "Incident" for Incidents or "Requested Items" for Requests.

• Resolve with

  The Resolve with dropdown shows you the resolution options available based on the ServiceNow record type.
  
  For Incidents, you can choose either "Resolved" or "Closed". For Requests, you can choose "Closed Complete".

5. Click "Save" to save your choices.