Lumeus integrates with Jira Service Management to report any escalations. We try to reduce the number of tickets opened in Jira to reduce the noise and management overhead.

  • If there are multiple escalations within a day for the same device, an existing ticket is reopened instead of creating a new one.

  • Once the escalation clears, the existing ticket is automatically closed.

  • Every escalation transition is reported as comments on the Jira ticket.


  1. Go to Settings -> Integrations and Click on +Jira.

  2. Enter Name.

  3. Jira Account URL: Enter the public URL for the Jira account.

  4. Project Key: Enter the key of the Project which is used to open the tickets.

  5. User Email, Account ID, API Token: Enter the Credentials for the user which will be used by Lumeus to authenticate with Jira.

  6. Issue Type: Enter the type of the issue which should be opened on an escalation.

  7. Custom Fields: Enter Key and Values for the custom fields. These will be used as Labels for the tickets.

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