Using JSM to facilitate Atlassian Product Access requests

Question

We're currently have things set so that existing users can request access to Atlassian products for anyone with Org Admin approval. For example, when an existing user invites one of their colleagues into Jira (who doesn't yet have an account), the product access request comes to us as Org Admins to approve.

We have this process in place as we're still growing Atlassian in our organisation, and this suits us best.

Our admin team uses Jira Service Management to handle our general requests from across the organisation... and we'd love to have these Product Access requests come into JSM. But I can't for the life of me work out how to integrate the two! Surely there's a way to have Atlassian Product Access requests drop into a JSM queue - it's using their own product! I really hope I'm missing something obvious here...

Harshit Grover_6rubg7 · Answer

Hi @Ralf Scheller ,

We have a same setup as mentioned by James above and we were also facing the similar issue.

Hence , we found this work around and it worked for us.

Additionally , we did try with few other workarounds as well but that too was dependent on the mail received to Org Admins (Mail to Admin) functionality.

If you're looking for an official feature, raise a feature request (https://jira.atlassian.com/) or contact Atlassian Support (https://support.atlassian.com/contact/#/) for advice—they may offer insights or upcoming roadmap items.

Regards,

Harshit

Ralf Scheller · Answer

Hi Harshit,
this will work, yes. But it is only a workaround!
Is there really no possibility to change this behaviour?

Our Admin-team would like to replace the "Mail to admin" with a JSM-Issue as well...

Regards
Ralf

Harshit Grover_6rubg7 · Answer

Hi @James Noble ,

To streamline the process of creating issues in your Jira Service Management (JSM) project, you should set up an email handler.

Since access requests are sent to the organization admin's email, one of the org admins should configure an email forwarding rule in Outlook. This rule should forward access request emails to the email address configured for your Jira email handler.

Once set up, issues will be created automatically in your Jira project, ensuring a seamless workflow for handling access requests.

Regards,

Harshit