Hi team,
We are using Jira Service Management (Cloud) for our IT Service Management capability. We have a hybrid On-Premises Active Directory environment, synchonrised to Azure AD.
As I'm sure many of you folks encounter, we get absolutely smashed with routine service requests such as:
- Create new user.
- Create distribution list.
- Modify distribution list/shared mailbox/MS Teams membership
+ countless others.
We want to explore and start implementing some automation for these high volume, low complexity tasks, where - once the request is logged in a structured way and an approval workflow is complete, some sort of integration actually does the work, instead of an agent manually needing to action.
I wished to enquire whether anyone could point me to:
1. Any out of the box connectors that might be available to do some of these things without us needing to implement some sort of enterprise service bus to handle message queuing, error handling and so forth, let alone writing powershell scripts to do all of this stuff.
2. Any examples of architectural documents or solution designs (either using OOTB connectors, or custom solutions if necessary) to do what we need.
3. How you deal with the need for, in the request form to be able to do lookups back into AD/Azure AD?
For instance, if we wanted to automate the "Modify Distribution List" request item, it will be necessary for there to be some sort of lookup control to allow someone to select the valid distribution list they want modified, rather than leaving it as a text box, that will likely be prone to error 99% of the time! From my research, it doesn't look like there's any OOTB capability to do this!
Any general experiences in doing what I'm trying to achieve or commentary would be invaluable.
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