Configuring ITSM Rules in Lumos (Aug 2026)

Background

Lumos can create, update, comment on, and close tickets in your IT Service Management (ITSM) tool for the work it generates: access requests, access removals, tasks, and custom requests. You manage this in one place, Settings → ITSM, which holds your ITSM connections and the routing rules that decide which tickets go where. Each Lumos task links to exactly one ticket, and the ticket number and URL appear in Lumos. Lumos supports Jira, ServiceNow, Freshservice, and Zendesk, plus generic email and endpoint destinations.

Why use this

• Your team works out of the ITSM. Admins work their tickets in Jira or ServiceNow, and Lumos keeps both sides in sync.

• Multiple systems, or multiple instances of one. Connect several ITSMs at once, including two Jira instances, each with its own credentials, project, and type. Routing rules decide which tickets go to which system.

• Ticket Access Review removals straight into your ITSM. Reviews create and close removal tickets automatically.

• Different rules for different work. Send approvals to one queue and manual provisioning tasks to another, or route Offboarding tickets separately from AppStore tickets.

Prerequisites

• Admin access in Lumos

• Credentials for each ITSM you plan to connect

Step 1: Connect your ITSM systems

1. Go to Settings → ITSM and open the "Connections" tab.

2. Click "Add Connection" and enter the system's credentials, project, and type.

3. Check the "Sync Status" column.

Repeat for each system. If you already had an ITSM connection before routing rules existed, it keeps working: Lumos migrates it automatically and tickets behave exactly as they did before.

Step 2: Build routing rules

Each rule follows one mental model: when a [workflow type] reaches [status] and [conditions] are met, run an [ITSM action] in [destination]. For example: when an access request is awaiting provisioning and it's for the Google Workspace app, create a Jira ticket in the Google App Admin project.

1. On the "Rules" tab, click "Add Rule".

2. Name the rule.

3. Select a Workflow Type (see the reference table below).

4. Select the Destination ITSM connection.

5. (Optional) Add conditions on Product Area, Task Category, or App.

6. Expand each status section and click "Add Step" to choose the ticket actions for that status.

7. Click Save.

Rules execute in priority order — drag rows to re-rank them. To route a subset of tickets differently (for example, Offboarding tickets to a separate queue), give that rule a Product Area condition and rank it above the broader AppStore and Access Request rules.

Workflow types and statuses

Ticket actions

Each status can run one or more of these steps, in order:

• Create ITSM Ticket

• Update ITSM Ticket Status — requires a Transition ID that maps to the target status in your ITSM

• Add ITSM Ticket Comment

• Close ITSM Ticket

Condition reference

Lumos supports all standard condition operators.

Limitations

• Inbound sync is partial. Outbound ticketing (Lumos → ITSM) is available now. Inbound updates work for Jira today; inbound for ServiceNow, Freshservice, and Zendesk is not yet available.

• The rule's actions set the ticket content. There is no free-form ticket editing from Lumos.

FAQ

Will my current ITSM configuration keep working? Yes. Lumos migrates it automatically, and tickets behave exactly as they do today.

Can we send tickets to more than one system? Yes. Connect multiple systems, including several instances of the same system, and route by app, workflow, or task type.

Do Access Review removals create tickets? Yes. Reviews create and close removal tickets automatically.

Does every Lumos task type create tickets? Yes, including Access Review removals and Offboarding. Each task links to exactly one ticket.