How to configure our internal IT portal for access approvals?

[Mart Postma]

Hi community,

We are currently in the process of setting up JSM for internal IT related purposes. Examples are the on- and/or offboarding of (new) employees, hardware requests (e.g., new laptop, monitor, headset, etc.), user access rights (e.g., access to a certain Jira project, access to a database), new user accounts (e.g., Microsoft, e-mail within the domain, etc.) and so forth and so forth... Some of these steps should also include approvers: for example, first the line manager of the employee should approve the request, and then depending on the request type, a "technical" approver should both approve the request as well as "execute" the request by adding/removing/changing the account access for that user.

Is anyone aware of documentation for such use cases to see how the best practices are for such processes? Or does anyone have suggestions on how this should or could be implemented with JSM?

We are also setting up Asset management which we would like to use in combination with the new JSM project for our internal IT requests.

Thanks a lot for your input!

[Fazila Ashraf]

Hi @Mart Postma 

I find https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/service-request-management helpful for IT request fulfilment setups. 

Hope it helps!

[Mart Postma]

Hi @Fazila Ashraf , thanks for your suggestion, however not really what I'm looking for! I'm trying to gather input on how to work with multiple request types, different and multiple approvers per system where access is requested to by an internal user. Quite a specific request, that's why I'm looking around to see how others might have solved such a business process. Thanks anyway!