Jira Service Desk Integration

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hey,

We have a Jira Service Desk integration in IdentityNow and we have some questions:

  1. How does ticket opening work? Are tickets opened after each source account aggregating?

  2. I realized that if a ticket is not answered, another ticket will be opened next month with the same access. For example:

On 06/20/2024 this ticket was opened:
RDT123 - Maisie Rowley - Create Account at Source 1 with Entilte1

1 month has passed, and Maisie Rowley still doesn’t have access,
Another ticket was opened:
RDT456 - Maisie Rowley - Create Account at Source 1 with Entilte1

Is this behavior normal?

  1. We have a user assigned in Role that has this composition:
    Access Profile1 - Source1
    Access Profile2 - Source2
    Access Profile3 - Source3
    Is only one ticket open for the 3 accesses? Or is a ticket opened for each access?

Thanks.

2

Tickets are created for each individual provisioning task.

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