Skip to main content

Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input?  If so, what is your approach?   

An example of such a scenario: 

  • Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correct

Some approaches I thought of:

Initiating a ticket and sharing it with a requester?

Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ?

 

Any ideas are welcome, thanks !

Do the department Heads change often? Do you have separate requester groups for each department?

That’s a solid use case similar to how https://abroadlyconsultants.com/ manages clear communication and structured workflows between students and advisors for smooth coordination.

 

Do the department Heads change often? Do you have separate requester groups for each department?

 

hi ​@ITMike 

Here’s some more context on the example I shared:
As part of our governance and audit efforts, on a regular basis we extract a list of user accounts per application/system and the permissions assigned.   It would look something like this:

System X, User A, Permissions: 123456
System X, User B, Permissions:  1357 
System Y, User A, Permissions:  12390 

So we will send an extract of the permissions of User A to their line manager to obtain written confirmation that the permission set is correct (nothing extra or missing, or incorrect). 

That is an example of an activity that is triggered by an IT system owner (an agent) which I would like to capture on Freshservice.    

Hi Clayton,

Few questions:

  • When you say extracted from various systems and applications, I am curious in what format these permissions are extracted.   
  • How many systems/applications are there to audit?
  • For confirmation, are you presenting the reporting manager with the current permissions you have extracted or asking what permissions that end user requires?

Thanks,

Scott

 

 

 

Do the department Heads change often? Do you have separate requester groups for each department?

 

hi ​@ITMike 

Here’s some more context on the example I shared:
As part of our governance and audit efforts, on a regular basis we extract a list of user accounts per application/system and the permissions assigned.   It would look something like this:

System X, User A, Permissions: 123456
System X, User B, Permissions:  1357 
System Y, User A, Permissions:  12390 

So we will send an extract of the permissions of User A to their line manager to obtain written confirmation that the permission set is correct (nothing extra or missing, or incorrect). 

That is an example of an activity that is triggered by an IT system owner (an agent) which I would like to capture on Freshservice.    

I would create the ticket on the manager as requester and description would be question and list. 
Could do next is to send approval e-mail for the manager to approve it’s correct. 

Approved = closed, reject agent need to check what’s not correct. 


I hade idea to use Freshservice software or Asset module to make it work. 
But it’s hard to get the list and then create ticket based on reporting manager. 

 

I would create the ticket on the manager as requester and description would be question and list. 
Could do next is to send approval e-mail for the manager to approve it’s correct. 

Approved = closed, reject agent need to check what’s not correct. 


I hade idea to use Freshservice software or Asset module to make it work. 
But it’s hard to get the list and then create ticket based on reporting manager. 

 

At the end of the day that is pretty much what I was thinking of too, Daniel.  Just curious if the IT Dept is providing what they have on record or if they can just create a list of drop down options for each app and make each required to prevent managers from skimming over and missing a change somewhere in an audited environment.

-Scott

Hi ​@SW-Scott 

  • The format can be text or an excel sheet
  • Practically all systems and applications cause we operate in a heavily regulated environment
  • Presenting current permission set as at that point in time, for confirmation.


This was just an example of a ‘ticket’ that needs to be raised by an agent that requires response from a requester.  Perhaps there should be a different approach or such activities should not be considered for inclusion in the ITSM scope.

​@Daniel Söderlund ‘s answer is pretty much what I was going to suggest anyway, I was just curious. But, one thing, if the approval is denied, you can require a reason along with the Deny.

 

 

Do the department Heads change often? Do you have separate requester groups for each department?

 

hi ​@ITMike 

Here’s some more context on the example I shared:
As part of our governance and audit efforts, on a regular basis we extract a list of user accounts per application/system and the permissions assigned.   It would look something like this:

System X, User A, Permissions: 123456
System X, User B, Permissions:  1357 
System Y, User A, Permissions:  12390 

So we will send an extract of the permissions of User A to their line manager to obtain written confirmation that the permission set is correct (nothing extra or missing, or incorrect). 

That is an example of an activity that is triggered by an IT system owner (an agent) which I would like to capture on Freshservice.    

I would create the ticket on the manager as requester and description would be question and list. 
Could do next is to send approval e-mail for the manager to approve it’s correct. 

Approved = closed, reject agent need to check what’s not correct. 


I hade idea to use Freshservice software or Asset module to make it work. 
But it’s hard to get the list and then create ticket based on reporting manager. 

 

Thanks ​@Daniel Söderlund , this approach makes sense

Terms of UseAccessibility statement