Outside of what was provisioned for you at onboarding, Tech Ops tracks all ad-hoc application requests and permission changes. We use Jira Service Desk as our ticketing system. Leveraging a built-in Slack integration we are able 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 application request. Please follow this template, so it integrates with our ticketing system:

• Name of application:
• Business reason:

1. Jira automatically adds the 🎫 emoji to the ticket to auto-create a tracked Jira issue.
2. System owner: 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
3. Tech Ops: will also add comments to the thread regarding access given and license information, if applicable
4. Once the request is complete, Tech Ops will add the :complete: emoji to close the request in Jira

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