Outside of what was provisioned for you at onboarding per your team role profile, Tech Ops tracks all ad-hoc application requests and permission changes. We use Jira Service Desk as our ticketing system, leveraging Slack integration to keep all requests and approvals in Slack.

All application requests, whether or not Tech Ops administers the access, should be posted in the #ask-it-tech-ops channel. Please redirect all requests to this channel.

• Requester: Teammate requesting access to an application
• System Owner: Often Tech Ops is not the owner of an application and the system owner will need to approve access with a response to the thread and, if applicable, make a note that the license was provisioned for the user and with what role/group/access level they were provided.

The workflow:

1. Requestor: Create a post in the #ask-it-tech-ops channel with your access request. Please follow this template, so it integrates with our ticketing system:
   1. You can also raise a request straight through the Tech Ops Jira portal here
   2. You can also raise a request in Slack by typing ‘/helpdesk’ in a chat box, press enter, select the Tech Ops Requests project and your request needed.

• Main message of thread: Name of application
• Thread of message: Business reason, additional details as necessary

1. System owner: will be tagged to approve and respond to the request with the below information
   1. Approved or not-approved, if not approved - why
   2. If applicable, the license type, role, group, etc. that was assigned by the system owner
2. Tech Ops: will also add comments to the thread regarding access given and license information, if applicable
3. Once the request is complete, Tech Ops will close the request

All of this information will sync back into the Jira request for auditing purposes.