Automating Password Reset Requests in Entra ID Using Jira Service Management and OnLink

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Password reset requests are one of the most frequent IT support tasks and they can take up significant amount of administrative time. What if you could automate the entire process from ticket creation to password reset confirmation? 

In this blog, we’ll walk through how to automate Entra ID (Azure AD) password reset requests using Jira Service Management and OnLink.

 

1. Creating a Service Ticket in Jira Service Management

Let’s start with a simple example: a user creates a Jira Service Management

ticket requesting a password reset for their Entra ID account.

This ticket will trigger a workflow that automatically resets the password in Entra ID using OnLink’s post-function integration.

2. Configure Entra ID Connection in OnLink

 OnLink provides a native Entra ID connector that lets you connect securely to your Azure AD instance and perform the following functions:

• Create User

• Deactivate User

• Provision Apps for User

 To configure the connection, provide:

• Directory (Tenant) ID

• Client ID

• Client Secret

 

✅ Note: Ensure the Azure AD app registration includes permissions for password reset operations. Using this documentation link to verify permissions.

3. Configure the JSM Workflow Using Post Function

Next, we’ll extend the JSM workflow to perform the password reset automatically.

In the required workflow step:

1. Add a Post Function

2. Select OnLink as the system action

3. Choose System: Azure AD

4. Choose Function: Create User

Now, map the following fields:

• First Name → from Employee Details

• Email ID → from Ticket Request

• User Name → from Entra ID

• Password → new password

To ensure the user resets the password at next sign-in, include the following configuration:

map: forceChangePasswordNextSignIn = true

Once the workflow runs, OnLink updates the password in Entra ID and automatically updates the Jira ticket with the operation status.

By combining Jira Service Management and OnLink, IT teams can eliminate manual password resets.

End to End Demo

Thinking of Automation, Give OnLink a Try

 If your IT team spends hours on repetitive password reset requests, it’s time to automate.

👉 Try OnLink today and let us know your feedback.