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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.

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Supported Fields for ITSM Ticket

Leen ModelJIRA
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✅
vendor_attributes✅
created_at✅
updated_at✅

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Supported Fields for ITSM Project

Leen ModelJIRA
id✅
name✅
description✅
category✅
type✅
status✅
status_updated_at✅
url✅
vendor_attributes✅
created_at✅
updated_at✅

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Supported Fields for ITSM Comment

Leen ModelJIRA
id✅
ticket_id✅
author_id✅
body✅
status✅
status_updated_at✅
vendor_attributes✅
created_at✅
updated_at✅

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Supported Fields for ITSM Attachment

Leen ModelJIRA
id✅
ticket_id✅
name✅
mime_type✅
uploaded_by_user_id✅
status✅
status_updated_at✅
url✅
vendor_attributes✅
created_at✅
updated_at✅

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Supported Fields for ITSM User

Leen ModelJIRA
id✅
name✅
email✅
status✅
status_updated_at✅
vendor_attributes✅
created_at✅
updated_at✅

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Supported Fields for ITSM Group

Leen ModelJIRA
id✅
name✅
description✅
status✅
status_updated_at✅
vendor_attributes✅
created_at✅
updated_at✅

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Standardized Enumerations

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

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Status Values

ITSM StatusDescription
OPENNewly opened or reported tickets
TODOTickets in backlog or planned for work
IN_PROGRESSWork is actively in progress
IN_REVIEWUnder code review, peer review, or QA
BLOCKEDBlocked, waiting, or on hold
PENDINGPending validation, testing, or external action
RESOLVEDResolved or fixed, awaiting closure
CLOSEDCompleted and closed
CANCELLEDCancelled, rejected, or won’t be done
DELETEDDeleted from vendor system
UNKNOWNStatus could not be mapped

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Priority Values

ITSM PriorityDescription
CRITICALHighest priority, blockers, or emergencies
HIGHHigh priority or major issues
MEDIUMMedium or normal priority
LOWLow priority or minor issues
INFORMATIONALLowest priority or informational
UNKNOWNPriority could not be mapped

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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.