Using JSM for Access Requests

[Steve Fitzgerald]

We're using the ITSM Template in Jira Service Management. We're trying to decide if we want to use the Service Desk for Access Requests as well or create a separate project. Our IT Team doesn't handle all access requests or at least we don't approve all access requests. My thought is that if we use a separate Access Request project we can better track the provisioning an deprovisioning of accounts. Or are you using one Service Desk project to do both? If so, how are you handling approvals by people who aren't agents or don't have access to the project? How are you tracking deprovisioning of an account? 

[Mathew Lederman · Accepted solution]

@Steve Fitzgerald I think the best approach would be to create a new Request Type for the Access Requests and possibly a separate Issue Type to keep the items separate from others. You could also create a unique workflow that would identify the appropriate approvals or use a shared workflow with post-functions. This would keep everything within the same project and portal for your customers, but splits the requests so each team only needs to watch their Issue Type.

Approvers for Service Desk projects do not need to have a Jira license at all, so that's not an issue. 

We have our Active Directory connected to our Service Desk via Insight that pulls in Manager (along with many other fields from AD) and such requests generally go to the user's manager for approval.