How to Automate Access Request Approvals / Responses?

[Brooke Chavdar]

Hi,

I approve Jira tickets requesting access to an internal system. I respond to the tickets saying "approve" if the name of the person for whom access is requested is in the live Excel sheet that records the result of a Microsoft Form saved on SharePoint. 

If the person's name isn't on this live Excel, I still respond saying "approve," but I also add within my response that the signed PDF needs to be submitted through the Microsoft Form. I attach the PDF to and include the link to the form in my response.

What's the easiest and fastest way to automate this?

[kh-federico]

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[Christopher Yen]

Hi @Brooke Chavdar 

I'm not sure what's available in terms of the lookup in excel but to start simple you could use either Canned Responses to template your approval or approval + PDF instructions. Another route would be to create an automation rule/flow either manually triggered or triggered by a field if you want to comment on the ticket with those responses and resolve the ticket. 

[Aaron Pavez _ServiceRocket_]

Hi @Brooke Chavdar 

first, please take a look at the Approval documentation for JSM:

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-approvals/

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/

https://community.atlassian.com/forums/App-Central-articles/Approvals-in-Jira-Service-Management-How-to-Display-Approval/ba-p/2967897

With that you can get an idea how to setup the approvals you need in your space.

Regards

[Rob Hean]

Curious if you've looked into other things ways of handling this?

E.g. define a group of users that contains everyone who gets access without a pdf and then just skip approval, and do the same for the pdf group but require it?

@Christopher Yen has some good ideas on process improvement... You could also consider adding a form to the request type that solicits their signature/etc.

Would also be curious to know more in the process.. e.g. if someone is added to the Excel sheet via a MS form, couldn't that form just be moved into Jira as a request? E.g. if the mgr has to fill out a form to give them approval, then you have to manually look it up, you could just skip the ms form entirely.