Link requests to service desk tickets

When a service desk is connected, every request in Leysa can be linked to a ticket. When the request finishes, Leysa writes a private note on that ticket saying what happened. Nobody has to copy the result across by hand.

Leysa works with Jira Service Management, Halo and Freshservice.

Connecting a service desk

An Owner or Admin connects the service desk once, on the Integrations page. Each one has its own guide:

• Connect Jira Service Management
• Connect Halo
• Connect Freshservice

A workspace can be connected to one service desk at a time. To move to a different one, disconnect the first, then connect the second.

Linking a request

1. Start an automation as normal.
2. In the Ticket box, search for the ticket. You can type the ticket number, words from its title, or paste a link to the ticket.
3. Pick the ticket from the results and send the request.

The Ticket box only appears once a service desk is connected, and it is optional. A request with no ticket runs exactly the same way.

Leysa shows the ticket number the same way your service desk shows it, for example SR-0004002 in Halo, INC-12 in Freshservice or IT-42 in Jira Service Management.

What Leysa writes on the ticket

Leysa adds one note when the request reaches its end. That is when it:

• completes
• fails
• is rejected by an approver
• is cancelled or withdrawn

The note names the automation, who it was for, the result, who requested it and who approved it. It then lists each step with its status (Done, Skipped, Failed or Not run) and ends with a link back to the request in Leysa.

The note never includes passwords or password links.

Who can see the note

The note is private (an internal note). Your agents can see it. The person who raised the ticket cannot.

The note appears under one name in your service desk. Which name depends on the service desk, and each guide above explains it.

If the ticket was not updated

If Leysa cannot add the note, the request's page in Activity says so, and the Activity list shows the ticket with not updated in red. The request itself is not affected: the automation still ran.

The usual causes are:

• The ticket was deleted, or the account Leysa uses can no longer see it.
• The connection details were changed or removed in your service desk. Open the service desk's page in Integrations and update them.

Finding a request by its ticket

In Activity, type the ticket number into the search box. It finds the request however you type the number: #4002, SR-0004002 or a link to the ticket.

If you change service desks

Leysa remembers which service desk each ticket came from. After you connect a different one, older requests keep their ticket number, but Leysa does not link to or write on a ticket from a service desk that is no longer connected.