ITSM Write Endpoints

Create and update tickets in your ITSM tools via Leen’s Write API.

Overview

The ITSM Write Endpoints feature allows you to programmatically create and update tickets in your connected IT Service Management (ITSM) systems directly through the Leen API. This enables powerful automation and workflow integration, allowing you to manage your ITSM resources without leaving your development environment.

By using the ticket write endpoints, you can build integrations that:

• Automatically create bug reports from CI/CD pipeline failures.
• Generate tasks based on security alerts from other tools.
• Keep ticket statuses synchronized with your internal systems.
• Bulk-create tickets synchronously and get per-ticket results immediately.

A sample application demonstrating the create use case is available at the itsm-demo-app GitHub repository.

Supported Integrations and Operations

The availability of write operations depends on the specific ITSM connector.

Operation	Endpoint	JIRA
Create Ticket	POST /itsm/tickets	✅
Update Ticket	PATCH /itsm/tickets/{ticket_id}	✅
Bulk Create Tickets (Async)	POST /itsm/tickets/bulk	✅
Bulk Create Tickets (Sync)	POST /itsm/tickets/bulk/sync	✅
Bulk Update Tickets	POST /itsm/tickets/bulk/update	✅

Creating Tickets

When creating a ticket via POST /itsm/tickets, you can identify the target project, issue type, assignee, and parent ticket using either Leen UUIDs (from a prior sync) or vendor IDs (directly from the vendor system). The two forms are mutually exclusive per field.

Field	Leen UUID	Vendor ID
Project	project_id	project_vendor_id (e.g. Jira project key PROJ)
Issue type	type / type_id (deprecated)	type_vendor_id (e.g. Jira issue type ID 10034)
Assignee	assigned_user_id	assigned_user_vendor_id (e.g. Jira accountId)
Parent ticket	parent_ticket_id	parent_ticket_vendor_id (e.g. Jira issue key PROJ-42)

Using vendor IDs skips extra database lookups, which is useful when you have vendor data on hand and want to avoid a round-trip sync.

Bulk Create Tickets (Sync)

POST /itsm/tickets/bulk/sync creates tickets synchronously using the vendor’s bulk create API and returns per-ticket results immediately — no job polling required.

The response includes a summary and a results array in request order:

{
  "total": 3,
  "succeeded": 2,
  "failed": 1,
  "results": [
    { "success": true, "request_index": 0, "vendor_ticket_id": "PROJ-101", "ticket_id": "uuid..." },
    { "success": true, "request_index": 1, "vendor_ticket_id": "PROJ-102", "ticket_id": "uuid..." },
    { "success": false, "request_index": 2, "error": "Invalid issue type" }
  ]
}

When vendor ID fields are used (project_vendor_id, assigned_user_vendor_id, etc.), local DB persistence is skipped and ticket_id will be null in the response. The created tickets will appear after the next connector sync.

Batch size is capped at the same limit as async bulk create.

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Passthrough Endpoints

Passthrough endpoints proxy requests directly to the vendor API, bypassing Leen’s normalized data store. They are useful for populating dropdowns and search UIs when configuring ticket creation — for example, to let users pick a project, issue type, or assignee without waiting for a full sync.

All passthrough endpoints require a connection_id scoped to a supported vendor (currently Jira). Vendor IDs returned by passthrough endpoints can be used directly in the _vendor_id fields of ticket create requests.

List Projects

GET /itsm/passthrough/projects

Returns projects accessible via the connected vendor account. Supports offset pagination (limit, offset).

Each project includes a vendor_id (e.g. Jira project key PROJ), name, project_type, and optionally an embedded list of issue_types.

List Issue Types

GET /itsm/passthrough/projects/{project_key}/issue-types

Returns issue types available for the given project. project_key is the vendor project identifier — use vendor_id from the List Projects response.

Each result includes a vendor_id that can be passed as type_vendor_id when creating a ticket.

List Assignable Users

GET /itsm/passthrough/projects/{project_key}/assignable-users

Returns users who can be assigned to issues in the given project. Accepts an optional query parameter to filter by name or email (behavior is vendor-specific).

Each result includes a vendor_id (e.g. Jira accountId) that can be passed as assigned_user_vendor_id when creating a ticket. Note: total count may be null depending on the vendor.

Search Tickets

GET /itsm/passthrough/tickets/search

Search tickets using vendor-native query syntax. For Jira connections, use the jql query parameter with standard JQL syntax. Supports cursor-based pagination via cursor and limit (1–100, default 50).

GET /itsm/passthrough/tickets/search?jql=project%20%3D%20PROJ%20AND%20resolution%20%3D%20Unresolved%20ORDER%20BY%20updated%20DESC&limit=50

The next_cursor field in the response can be passed as cursor in the next request to page through results. Omit cursor for the first page.

Passthrough vs. Synced Data

	Passthrough	Synced (standard endpoints)
Data freshness	Real-time from vendor	As of last connector sync
Pagination	Vendor-native (offset or cursor)	Leen-normalized (offset or keyset)
Fields returned	Vendor-specific shape	Normalized Leen schema
Use case	Populating UI dropdowns, ad-hoc search	Reporting, querying across vendors