Adding Manager For Approvals Automatically

[blair chaney]

I've seen this question posed a couple of times in 2022 and 2021 but starting a new one in hopes of this being a potential feature now. 

Has anyone been able to figure out a way to auto-populate manager/approver info for users of JSM so when they go to submit a ticket that requires approval, this can pull directly from Entra to populate who the users default manager is? 

Has anyone built something similar without pulling from another source but maybe some form of decision tree based on a populated field? i.e. We build a custom field with all manager names. This then gets used by some automation rule or some combination of rules?

Or is the only way we can do this and manage ITSM smoothly is with an Add-on? 

Thanks! 

[Mikael Sandberg · Accepted solution]

The way I do it is to use tray.io and automation to get the manager and add it to a request. Tray will get the user's profile from Okta and then return that to an automation that populates the manager field on the request. This could be done directly in an automation too by doing a web request directly to Okta, and you should be able to do the same thing with a request to Entra.

[Hakan Bahadir {Pio}]

Hello,

You may find a step by step guide explaining how to set the manager as approver in the following documentation in case you would like to use the premium plan of JSM and leverage the Assets feature which is a powerful database that you can build according to your need. 

https://piosoftware.atlassian.net/wiki/spaces/WS/pages/22872086/Finding+managers+of+users+and+setting+them+as+approvers+automatically 

We prepared the document for our customers using our marketplace application Azure AD (Microsoft Entra ID) Importer for JSM Assets.

It includes 2 different options you could follow. You will notice different automation components being used in the document. In example: Issue fields condition, Lookup objects, Send web request, Advanced compare condition, and Edit issue. There are also AQL and Smartvalue examples. We hope that they will help you to build yours quickly. 

Cheers

Hakan Bahadir

Pio