Trying to make Jira behave more like ServiceNow’s onboarding model:

[Kim Galway]

Hi everyone 👋

We’re currently using Jira to manage Third Party Requests, and our form requires an attachment for all submissions—which works well for onboarding new partners. However, we now need to support requests for additional access for existing partners.

We’re debating between two approaches:

• Creating a new request type for “Additional Access”

• Adding a “New User: Yes/No” dropdown that controls whether the Attachment field is required

Beyond that, we’re trying to make Jira behave more like ServiceNow’s onboarding model:

• One request triggers sub-tasks for each application access

• Sub-tasks are routed in parallel to different teams

• Some require approvals, others don’t

We’d love to hear how others have accomplished this in Jira while keeping it simple and scalable. Any tips on form design, automation, or workflow configuration would be greatly appreciated!

Thanks in advance 🙏

Kim Galway

[Mikael Sandberg]

This can be done with automation and Assets if you have access to it, or without assets if you are on the standard plan. If you do not have assets then the routing can be handled by using a lookup table that has the information regarding which team the app request should be routed to. If you have assets then that information would just be an attribute on the application.

I would recommend using a separate form and request type for this instead of reusing the current one that you have.