Background
Connecting your ITSM to Lumos enables ticket logging and Custom Requests:- Ticket Logging (Compliance) The AppStore comes with an AppStore Activity Log with all of the approval reporting you’ll need. However, if you need a ticket in your ITSM for every access request, Lumos can create them for you automatically.
- Accept Any Request in the AppStore (Custom Requests) Your AppStore can accept requests for apps that aren’t in your AppStore yet. If your employees don’t see one of your apps in the AppStore, they can request it in Lumos using a Custom Request. When employees log a custom request, Lumos will create a ticket in your ITSM so that you can follow up (and add the app to the AppStore later).
Steps
1. Go to your ITSM settings
2. Configure your connection
Choose the connection that maps to the ITSM you use for access request tickets. If your ITSM is not listed below, please use the “Email Messaging” option.- Jira Cloud Read here to learn how to connect Jira Cloud to Lumos: Connecting Jira, and use this article as a reference when setting up automated ticket logging: Configuring Jira ITSM Logging
- Jira Data Center/Server Read here to learn how to connect Jira Server/Data Center to Lumos: Connecting Jira, and use this article as a reference when setting up automated ticket logging: Configuring Jira ITSM Logging
- Jira (No Jira Service Management) Read here to learn how to log tickets to Jira without Jira Service Management: Configuring Jira ITSM Logging Without Jira Service Management
- Freshservice Read here to learn how to connect Freshservice to Lumos: Connecting Freshservice, and use this article as a reference when setting up automated ticket logging: Configuring Freshservice ITSM Logging
- ServiceNow Read here to learn how to connect ServiceNow to Lumos: Connecting ServiceNow, and use this article as a reference when setting up automated ticket logging: Configuring ServiceNow ITSM Logging
- Zendesk Read here to learn how to connect Zendesk to Lumos: Connecting Zendesk and use this article as a reference when setting up automated ticket logging: Configuring Zendesk ITSM Logging
- Email Messaging For Email Messaging, Lumos will deliver an email to the address you enter for each access request and will deliver new messages to that email when requests are updated. Most modern ITSMs support message threading, so the messages being delivered by Lumos should thread to the same ticket.