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Routing approvals to a reporter's manager from Okta

Does your company manage users outside of Jira? Do you use a user directory such as Okta, Azure AD, Google Workspace?

Do you also need to sync user data such as e-mail addresses, phone numbers, staff IDs, Organizations, Managers in Jira?

This sounds like the bare minimum when using a work tracking and project management tool such as Jira, right?

One way of syncing users from external tools with Jira is Atlassian Access, an identity management solution integrated inside Jira to manage and enforce security policies between Atlassian products and other non-Atlassian products that are used by customers. However it comes at a high price and requires keeping a close eye on access provisioning for cost control purposes. And most surprisingly of all, it comes with its set of limitations when it comes to user attributes syncing: the Manager attribute is not synced for example!

That seriously narrows down options especially when a very common need among organizations using Jira Service Management is to route approvals of requests to a reporter’s manager!

So how can organizations dynamically route approvals to a reporter’s manager coming from an external user directory?

The third-party app Elements Connect and Jira Automation can help automate this, as long as the manager's e-mail is stored as a profile attribute in Okta.

You simply need to follow 4 (or 5) simple steps:

  1. (Optional) Configure a custom attribute “Manager e-mail” for your users in Okta

  2. Configure the connection between Elements Connect and Okta

  3. Configure the read-only Connected item that fetches the reporter’s manager’s e-mail

  4. Add the read-only Connected item to a Service Management project

  5. Configure an Automation rule to set the Approver on created issues based on the Connected item data


Has this sparked your interest?

Check out this step-by-step use case!




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