Overview

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Many organizations utilize IT Service Management (ITSM) systems such as Jira or ServiceNow to track incidents or application changes. The Jira integration solution works with the following Jira products: Jira Software, Jira Service Management, and Jira Product Discovery. A Britive extends its functionality to allow customers to connect to their ITSM systems and perform 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: Issue

ITSM integration includes the following steps:

  1. Configuring an ITSM system for integration with Britive
  2. Creating an ITSM connection on Britive
  3. Advanced Settings: This includes:
    1. Justification Settings: Justification settings required at checkout
    2. ITSM Settings: ITSM settings at the application, profile/policy, or resource profile/policy level
  4. My Access: Requesting access to issues/incidents of an ITSM connection using the My Access tab
  5. My Requests: Approving or rejecting the access request