> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lumos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ITSM Notification Reference

## Background

The emails being sent by Lumos to your ITSM follow a standard format regardless of the ITSM ([Connecting Your ITSM](/kb/appstore/configuring-your-appstore/connecting-your-itsm)) you connect. This article provides screenshots and descriptions of each type of email Lumos delivers when someone requests access to an app in the AppStore. *See* [Requesting Access to an App](/kb/quick_start_guide/appstore-1/appstore_explainers_for_new_employees_new_to_appstore/requesting-access-to-an-app)

## Subject

The subject of the email will be in the format `[Access Request] {App Name} for {Request Target}`.

**Example:** If Alice Smith requests Zoom for Bob Jones, the message will be "\[Access Request] Zoom for Bob Jones".

## Initial email

The initial email when a request is submitted contains key details about the request.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/257aa902edb3-a50e2741-9673-4358-9f0a-7ff2814179582F1727892954300-.png" alt="" />
</Frame>

## Approval pending

If the ticket is being logged to a **supported ITSM**, Lumos will add a comment denoting who the approval is waiting on. *See*[Connecting Your ITSM](/kb/appstore/configuring-your-appstore/connecting-your-itsm)

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/3474bd0b5368-a50e2741-9673-4358-9f0a-7ff2814179582F1727892954871-.png" alt="" />
</Frame>

## Approval confirmation

When a request is approved, a confirmation is sent regarding who approved the request.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/ced3f959b235-a50e2741-9673-4358-9f0a-7ff2814179582F1727892955894-.png" alt="" />
</Frame>

## Denial confirmation

When a request is denied, either at the approval or provisioning stage, a notification is sent.

If Lumos is set up to auto-resolve tickets, the ticket will be closed automatically when the request is denied.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/92a1134a31c3-a50e2741-9673-4358-9f0a-7ff2814179582F1727892956317-.png" alt="" />
</Frame>

## Provisioning confirmation

When someone is added to a group automatically, a notification is sent attesting to the fact that provisioning was successful.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/e3e39277f619-a50e2741-9673-4358-9f0a-7ff2814179582F1727892957025-.png" alt="" />
</Frame>

## Request cancellation confirmation

When the request is cancelled, a notification is sent confirming the cancellation. If the ticket can be auto-resolved, Lumos will do so after this message.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/edb5c22fb13f-a50e2741-9673-4358-9f0a-7ff2814179582F1727892957597-.png" alt="" />
</Frame>

## Request completion confirmation

When a request is successfully completed, a notification is sent confirming that provisioning is complete. If the ticket can be auto-resolved, Lumos will do so after this message.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/d35f4896da2e-a50e2741-9673-4358-9f0a-7ff2814179582F1727892958049-.png" alt="" />
</Frame>

## Request expired

When a request expires, a notification is sent confirming that the request can no longer be acted on. If the ticket can be auto-resolved, Lumos will auto-resolve it after this action.

## Custom access request

When someone submits a **custom access request**, a one-off email is sent to your ITSM destination informing your team of the app being requested, along with the justification. *See[Enabling Custom Requests](/kb/appstore/configuring-your-appstore/enabling-custom-requests)*

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/lumos-primary/images/kb/appstore/configuring-your-appstore/itsm-notification-reference/fd78f1edd8c8-a50e2741-9673-4358-9f0a-7ff2814179582F1727892958679-.png" alt="" />
</Frame>