Connector Compatibility Matrix


This article lists out the number of out-of-the-box skills and features available in Luma that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma uses these skills to guide the user through a conversation to create and view tickets in their Service Management system and Jira. 

Serviceaide - Intelligent Service Management (ISM)

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick) 

Configured Out of the Box with ISM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.

(tick) 

Supports impersonation, All actions will be performed as logged in User.

(tick) 

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status - Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

(tick) 

Updating Status is Static.

(tick) 

Group, Assigned Individual is dynamic.

(tick) 

Worklog type is a list (Client Viewable or Internal)  

(tick) 

View Ticket/KB Article URL is formed using the configuration base URL and for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.

(tick) 

Keyword searches the Symptom and cause fields using DB search.

(tick) 

150 Create request skills. Requires custom attributes and the respective category in ISM to be loaded.

(tick) 

Available for Status-based and Conditional follow-up. 

(tick) 

Transfer to agent without ticket create option.

(tick) 

Default Sync on the configuration as Primary connector only contacts no group from ISM (No configuration or mapping available).  

(tick) 

Supported.

CA Service Desk Manager (SDM)

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick) 

Configured Out of the Box with SDM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.

(tick) 

Supports impersonation, All actions will be performed as logged in User.

(tick) 

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status, Priority - Static List.

(tick) 

Updating Status is Static.

(tick) 

Group, Assigned Individual is dynamic.

(tick) 

Worklog type is a list (Client Viewable or Internal).  

(tick) 

View Ticket/KB URL is formed using the configuration base URL and based on the response.

(tick) 

Keyword search uses Elastic to search and search all KB fields.

(tick) 

150 Create request skills. Requires attributes and categories to exist.

(tick) 

Available for Status-based and Conditional follow-up 

(tick) 

Transfer to agent without ticket create option  

(tick) 

Default Sync on the configuration as Primary connector only contacts and no groups from SDM (No configuration or mapping available).

(tick) 

Supported.

ServiceNow

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick)

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

(tick)

Supports impersonation, All actions will be performed as logged in User.

(tick)

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status - Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

(tick)

Updating Status is Static.

(tick)

Group, Assigned Individual is dynamic.

(tick)

Worklog type is a list (Client Viewable or Internal)  

(tick)

View Ticket/KB Article URL is formed using the configuration base URL and for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.

(tick)

Keyword searches the Symptom and cause fields using DB search.

(error)

Available around 150 Create request skills (Requires custom attributes and the respective category in SDM to be loaded).

(tick)

Available for Conditional follow-up. Need to configure based on customer needs.

(tick)

Transfer to agent with a static ticket create option.

(tick)

Available through Sync utility.  

(tick)

 Available using Error Handling.

Cherwell Cherwell.zip  

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick)

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

(tick)

Supports User Filtration.

Users need to be uploaded through the sync utility.

(tick)

Available for 3 ticket types- Incident, Problem and Change with Priority and Customer ID/Request By(will be dynamic when user sync works).

(tick)

Updating status, impact, and urgency are dynamic.

(tick)

All params are dynamically fetched. 

(error) 

(tick)

 (tick)

(error)

IT Support skills are not available.

(tick) 

Available for conditional follow-up. Need to configure based on customer needs.

(tick)

Transfer to agent with a static ticket create option.

.

(tick) 

Available through Sync utility.

  

(tick) 

Available using Error Handling.

Freshservice

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick)

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

(error) 

Not supported - API level restriction.

(tick)

Available for 3 ticket types, Incident, Problem, and Change.

(tick)

Updating status, impact, and urgency are Static.

(error)

No assignment skills .

(tick) 

(tick)

(tick)

(error)

IT Support skills are not available.

(tick) 

Available for conditional follow-up. Need to configure based on customer needs 

 

(tick)

Transfer to agent with a static ticket create option.

(error)  

Research in progress on building this synchronization.

(error)  

Jira 

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick)

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

(error)

Not supported - API level restriction.

(tick)

Available for 3 issue types - Bug, Task, Story, Epic.

(tick)

Updating summary, description, priority.

(tick)

All params are dynamically fetched. 

(tick)

(tick)

View issues only

(error) 

(error) 

(tick) 

Available for conditional follow-up. Need to configure based on customer needs 

(tick)

Transfer to agent with a static ticket create option. 

(error)  

Research in progress on building this synchronization.

  
(error) 

TOPdesk

IntegrationOOTB SkillsAdditional Features
Tool ConfigurationUser ImpersonationCreate Ticket SkillsUpdate Ticket SkillsAssign Ticket SkillsAdd worklog/comment SkillsView Ticket/Knowledge Article Search Knowledge ArticleCommon IT Support Skills Automated Follow-upTransfer to AgentSync Users and GroupsNo Data (Null) Response

(tick)

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

(tick)

Supported.

(tick)

Available only for Incident ticket types

(tick)

Updating Incidents (Priority, Urgency, Impact, Processing Status)

(error)

Not available

(error)

Not available

(tick)

View Incidents and Change Requests only

(error) 

(error) 

(tick)

Available for conditional follow-up. Need to configure based on customer needs 

(tick)

Transfer to agent with a static ticket create option. 

(tick)  

Available

  

(tick)

Available