How do people use Service Desk to manage all user access requests across multiple systems

Question

Is Service Desk the right tool to manage all user access to multiple (non-Atlassian) systems?

We have a Service Desk Access Request template for new users. But if access is granted or revoked over time, how to query from Service Desk what access does that user have right now?

Please recommend other tools or methods that may handle this better 'automatically' without having to manually update ie. a single 'User's Profle' doc after working on the Service Desk access request ticket.

Tuncay Senturk _Snapbytes_ · Answer

Hi @Evangeline Kaliski

As Dave said, there isn't built-in asset module within Jira. There are lots of companies which handle assets by Jira custom fields, workflows, .. but it is really hard to maintain.

Using an asset management app might be wise in this scenario. Insight would be an option.

Assets and Inventory Plugin is also promising and a very good alternative for assets management. It has permission scheme, QR support, bulk insert/update options with Excel, ..

May be you might want to search in Atlassian marketplace and try some apps before giving the decision.

Tuncay

Dave Theodore [Coyote Creek Consulting] · Answer

There isn't a built in mechanism to manage things like this.  You could do it via fields, but it won't be super polished and will require upkeep to be reliable.

You might want to look at Riada's Insight. It's an asset management system that can manage any type of asset, whether it be hardware or things like access and licenses. They also have a bunch of optional Apps to enhance it.