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

# IT Service Management (ITSM) Integrations

> Information about the ITSM integrations available in Leen. Find out which fields are supported by each integration and how to configure them.

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.