Many organizations use IT Service Management (ITSM) systems like Jira Service Management or ServiceNow to track incidents or application changes. Britive extends its functionality to allow customers to connect to their ITSM system and carry out incident—or change-related actions. The user can use a particular ticket to create/send an access request or check out a profile. An approver gets a ticket number in the approval request and approves or rejects a request.
Britive currently supports integration with Jira and ServiceNow. Britive supports the following ticket categories for the integration:
- ServiceNow: Incident and Change Request
- Jira Service Management: Issue
ITSM integration includes the following steps:
- Configuring an ITSM system for integration with Britive
- Creating an ITSM connection on Britive
- Configuring advanced settings:
- Justification Settings: Justification settings required at checkout, see Advanced Settings -> Justification Settings.
- ITSM Settings: ITSM settings at the application, profile/policy, or resource profile/policy level. , see Advanced Settings -> ITSM Settings.
- My Access: Requesting access to issues/incidents of an ITSM connection using the My Access tab.
- My Requests: Approving or rejecting the access request