Best practices for System access requests

[Stefan Froehlich]

Hi all,

We are currently reviewing and optimizing our onboarding process to streamline how we generate AD accounts and provision system access for new hires.

Right now, the process involves multiple manual steps, including HR submitting requests via a Microsoft Form which sends the information via PowerAutomate and email to generate a Jira ticket and IT manually creating accounts and assigning access. This often leads to delays and missing information, especially as we onboard 5 – 10 new hires per month.

We’re considering two approaches:

1. Setting up request types for each application, which would let requesters submit tickets directly for each system.
2. Creating a dynamic form where the Hiring Manager can fill in all the required information for a new hire. Automations would then extract the data and create subtasks or linked issues for each system based on the input.

We use Jira Service Management Standard and have some experience setting up automations, but we’re trying to balance simplicity with scalability.

Has anyone implemented a similar solution? What worked well for you?

Are there additional considerations (e.g., user experience for HR, the hiring managers or the new hires, long-term maintenance of request types/forms) that we should factor in?

Thanks in advance for your insights!
Stefan

[Fabian Lim · Accepted solution]

Hi @Stefan Froehlich

I worked with many clients and we use mainly use approach 2. Have the manager select the applications they need access to or have a pre-described person list.  You can see the details here: https://www.youtube.com/watch?v=lvgLWUc5f2U

Instead of having request types for all types of apps, what we do is have a generic access request where the user select the product/software they need access to.  Then in the onboarding scenario, when the apps are selected on the form, we would then bypass the approval workflow.  

Fabian

[Stefan Froehlich]

This is great, thank you Fabian! Do you have an example of how complex those automations are that are running in the background? 

Thank you,

Stefan

[Fabian Lim]

They are complex because is not just the automation that you are building, but also thinking about the the object schemes, workflow statuses and transitions, forms, etc..  I'm planning to put some basic videos on my youtube channel shortly if there is enough interest.