Jira Service Management

Question

Hello Team!

I have one question regarding the automation of tickets for providing access to services.

Introductory: We use cloud JSM and use the third-party PeopleForce service as a personnel accounting system.
Task: Set up automatic assignment of tickets to the employee’s manager and business owner of service after the employee submits an request for access.

I have already made a connection between the person responsible for the execution of the request and the component (service), i.e. The process diagram now looks like this:

1. An employee creates a request to access the service through the customer portal.
2. The ticket is assigned to the responsible technical specialist, who is designated as component lead. But nothing can be done with the ticket until the employee’s manager and the business owner of the service confirm access, except to add a comment.
3. The JSM administrator manually assigns a ticket to the manager and business owner of the service.
4. The employee’s manager receives a notification about the need to approve access. Presses approved.
5. The ticket is automatically assigned to the business owner from step 3.
6. The business owner receives a notification about the need to approve on access. Presses approved. 
7. The ticket is sent to the responsible technical specialist, who is assigned as a component lead. He grants access and closes the ticket.

My question is, is it possible to somehow automate step 3? Those. configure the process of assigning a ticket to a manager according to the created employee structure in JSM. Or are there options to automate the selection of a service business owner?

I will be very grateful for your answers.

Oleg Komarov_nn7gpx · Answer

Jack, thanks for your quick response.

But in the examples given, unfortunately, I did not find the answer.

Returning to my task, perhaps you can tell me how I can set up automation to request access to a Сomponent (and in its settings you can select only one type of owner - the Сomponent lead), if the Business owner and the technical owner of the service are different employees of the Company.

Or is it better to use Asset for this case?

Jack Brickey · Answer

Hi @Oleg Komarov , welcome to the Community.

first I would suggest considering using the Approval process rather than assigning issues to the approver. In your case you could set up two approvals. Read more here - what-are-the-differences-in-classic-and-next-gen-approvals . Now, specific to your question, a number of people have used Okta and the APIs to pull the employee/manager organizational info. I am unfamiliar with Peopleforce and the integration possibilities but maybe a we request could be used within an Automation rule. Here is one post in the Community you might find useful and there are others you may wish to seek out. Adding-Manager-For-Approvals-Automatically