User Access for Various Applications

Thomas.Stacey
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March 20, 2024

Hi,  Am interested in creating a form on our portal that allows people to request different system accesses eg. our various computer applications.

We are wanting the form to be completed by a new user and then routed to their team leader for approval, and then the ticket to come to the support team for action.

Anyone got any thoughts on how best to do this?

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Stephen Wright _Elabor8_
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March 23, 2024

Hi @Thomas.Stacey 

I assume this is an internal service desk, is that correct?

I would suggest doing this:

  • Use Atlassian Access to give every user in your org an Atlassian account
  • Give each new user only the "Customer" role (so they don't consume a license by default)
  • Limit access to your help portal to internal customers - this is possible via...
    • Settings (cog icon top-right) > Products > Customer access

This should allow all users, including new ones, initial access to your portal without exposing it to the public.

See more information on these help pages:

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In terms of setting up the portal, I'd suggest:

  • Create a form for this information to be populated on
  • Use an existing approval-based issue type for the request type, or create your own (ensure approval steps are added to the workflow)
  • Auto-assign managers as approvers. You can do this using Automation
  • Choose a method to notify the approver - either via Customer Notifications or Automation
  • Choose an option for the approver to approve the request - you can send a web link to the ticket in the portal, or there's other options via email, Slack or Teams

You can use post-functions in the Workflow to assign the ticket to your team once approved, or use Automation (Assign Issue) for this also

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There's more to it of course, but these are some suggestions specific to your need.

You could go further, have custom web requests sent via automation to manager system access automatically, or include licensing, hardware, etc within JSM's Asset Management solution. Asset Management is a Premium feature though.

I've also suggested Automation above; be aware in Standard there is a limit of 5,000 executions per month. See more information on this page.

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Let us know your thoughts, or if you have any further questions!

Ste

Amanda Gray
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April 1, 2024

Hi @Stephen Wright _Elabor8_ 

Wouldnt the manager's approving need to have a licence each to be able to do this? What if the manager's don't use Jira themselves and would only be using it to do an approval of this form?

Stephen Wright _Elabor8_
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April 1, 2024

Hi @Amanda Gray 

Shouldn't do - approvers can have the customer role, and customers are not billed.

That would give them access to the request via the portal.

Ste

 

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Amanda Gray
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April 1, 2024

Great, thank you

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