IT Service Management (ITSM) Integrations - Leen.dev Unified API for Security

Leen’s ITSM integrations enable you to ingest ticketing and project management data from popular platforms like JIRA and ServiceNow. These integrations provide a unified view of your organization’s issue tracking, project workflows, and collaboration data. The objects covered by Leen’s ITSM model are as follows:

Ticket: Issues, tasks, bugs, stories, epics, and sub-tasks from your ITSM platform. Tickets track work items, their status, priority, assignments, and lifecycle.
Project: JIRA projects or ServiceNow applications that organize and group related tickets. Projects provide context for ticket categorization.
Comment: Comments and discussions on tickets, including author information and timestamps.
Attachment: Files attached to tickets, including metadata like filename, size, and content type.
User: Users who create, are assigned to, or comment on tickets.
Group: User groups for organizing team access and permissions.

Supported Fields for ITSM Ticket

Leen Model	JIRA	ServiceNow
`id`	✅	✅
`name`	✅	✅
`description`	✅	✅
`type`	✅	✅
`active`	✅	✅
`status`	✅	✅
`priority`	✅	✅
`parent_ticket_id`	✅	✅
`project_id`	✅
`assigned_user_id`	✅	✅
`created_by_user_id`	✅	✅
`ticket_created_at`	✅	✅
`due_date`	✅	✅
`closed_at`	✅	✅
`status_updated_at`	✅	✅
`tags`	✅	✅
`url`	✅	✅
`identifier`	✅	✅
`vendor_attributes`	✅	✅
`created_at`	✅	✅
`updated_at`	✅	✅

Supported Fields for ITSM Project

Leen Model	JIRA	ServiceNow
`id`	✅
`name`	✅
`description`	✅
`category`	✅
`type`	✅
`status`	✅
`status_updated_at`	✅
`url`	✅
`vendor_attributes`	✅
`created_at`	✅
`updated_at`	✅

Supported Fields for ITSM Comment

Leen Model	JIRA	ServiceNow
`id`	✅	✅
`ticket_id`	✅	✅
`author_id`	✅	✅
`body`	✅	✅
`status`	✅	✅
`status_updated_at`	✅	✅
`vendor_attributes`	✅	✅
`created_at`	✅	✅
`updated_at`	✅	✅

Supported Fields for ITSM Attachment

Leen Model	JIRA	ServiceNow
`id`	✅	✅
`ticket_id`	✅	✅
`name`	✅	✅
`mime_type`	✅	✅
`uploaded_by_user_id`	✅	✅
`status`	✅	✅
`status_updated_at`	✅	✅
`url`	✅	✅
`vendor_attributes`	✅	✅
`created_at`	✅	✅
`updated_at`	✅	✅

Supported Fields for ITSM User

Leen Model	JIRA	ServiceNow
`id`	✅	✅
`name`	✅	✅
`email`	✅	✅
`status`	✅	✅
`status_updated_at`	✅	✅
`vendor_attributes`	✅	✅
`created_at`	✅	✅
`updated_at`	✅	✅

Supported Fields for ITSM Group

Leen Model	JIRA	ServiceNow
`id`	✅	✅
`name`	✅	✅
`description`	✅	✅
`status`	✅	✅
`status_updated_at`	✅	✅
`vendor_attributes`	✅	✅
`created_at`	✅	✅
`updated_at`	✅	✅

Standardized Enumerations

Leen normalizes vendor-specific statuses and priorities to standardized values for consistency across integrations.

Status Values

ITSM Status	Description
`OPEN`	Newly opened or reported tickets
`TODO`	Tickets in backlog or planned for work
`IN_PROGRESS`	Work is actively in progress
`IN_REVIEW`	Under code review, peer review, or QA
`BLOCKED`	Blocked, waiting, or on hold
`PENDING`	Pending validation, testing, or external action
`RESOLVED`	Resolved or fixed, awaiting closure
`CLOSED`	Completed and closed
`CANCELLED`	Cancelled, rejected, or won’t be done
`DELETED`	Deleted from vendor system
`UNKNOWN`	Status could not be mapped

Priority Values

ITSM Priority	Description
`CRITICAL`	Highest priority, blockers, or emergencies
`HIGH`	High priority or major issues
`MEDIUM`	Medium or normal priority
`LOW`	Low priority or minor issues
`INFORMATIONAL`	Lowest priority or informational
`UNKNOWN`	Priority could not be mapped

Custom Mappings

Some ITSM integrations support custom priority and status mappings to better align vendor-specific values with your organization’s terminology. Refer to the integration-specific documentation for details.

​Supported Fields for ITSM Ticket

​Supported Fields for ITSM Project

​Supported Fields for ITSM Comment

​Supported Fields for ITSM Attachment

​Supported Fields for ITSM User

​Supported Fields for ITSM Group

​Standardized Enumerations

​Status Values

​Priority Values

​Custom Mappings