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Overview

Zilla’s Access Request ensures that users get the job-appropriate access they need quickly and efficiently, with a process that is automated and auditable. Zilla delivers system-verified access provisioning, allowing your organization to leverage existing ITSM investments, improve productivity, and maintain a strong security posture by taking away the manual work that would be required.  Whether it be figuring out who the user's supervisor is for approval to figuring out who the business owner for approval is  through a spreadsheet and even determining who can grant the access. Zilla’s Access Request solution takes care of these assignments in an automated and timely manner. 

Zilla’s Access Request offering currently integrates seamlessly with Jira Service Management cloud.

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Installation

The Zilla Access Request installation consists of two very simple steps to connect your Zilla instance with your Jira Service Management cloud instance.

  • Enabling your Zilla instance with the Access Request module and

  • Installing the Zilla Access Request for Jira Service Management application from the Atlassian marketplace. 

Zilla - Enabling Access Request

Access Request needs to be enabled for your Zilla instance. When enabled, a new Access Request menu on the left-hand navigation menu will be present as shown below. If Access Request is not enabled on your Zilla instance, please reach out to your Customer Success or Account manager for assistance.

Jira Service Management - Zilla Access Request for Jira Service Management Application

  1. In your Atlassian cloud deployment add a new app/integration from the Atlassian marketplace.

    1. Search for Zilla Access Request for Jira Service Management app

    2. Add the app it to your Atlassian cloud instance. 

Setting up a secure connection

A secure connection needs to be established between your Zilla instance and your Atlassian Jira Service Management environment. 

  1. In your Zilla instance, click on Settings and within the Configure Access Request section a connection from your Zilla instance to your Jira Service Management environment can be established.

  2. Click on Configure to set up connection details that will be entered in the Zilla JSM Application.

  3. Enter in your Atlassian base URL (for example: https://mycompany.attlassian.com)

    1. Click on Generate to generate a Client ID and Client Secret. 

      1. Do not close this window, you will need to copy and paste this information into the configuration of your Zilla JSM Application. 

  4. Using a separate browser window, access the configuration of the Zilla JSM Connector -Administration in your Atlassian cloud instance and enter the following information: 

    • Domain - this is the domain that is used to login into your Zilla instance.

    • Client ID - Paste the Client ID value from your Zilla instance.

    • Client Secret - Paste the Client Secret value from your Zilla instance.

    • Click on Save changes - this will setup a connection with your Zilla instance. A successful connection will display:

  5. From your Zilla instance, click on the Check connection button to validate a successful connection. 

  6. Close the connection configuration dialog, the connection has been established successfully.

Notes: 

  • If you regenerate the Client Secret (from your Zilla instance) you will then need to update the Client Secret in your Zilla JSM Connector.

  • If you delete the connection from your Zilla instance, the configuration will be removed from the Zilla JSM Connector configuration. 

Enabling Zilla Applications and Permissions for Access Requests - Configuration

You can establish which applications and permissions can be requested through your Jira Service Management portal. 

  • Enabling an Application to be Requested 

  • Configuring which permissions can be requested 

  • Specifying the approval workflow

    • Business Owner

    • Supervisor

    • Supervisor & Business Owner

    • Permission or Resource Owner

  • Specifying the fulfillment method

 

Jira Service Management (JSM) Request Configuration

This section covers enabling your Jira Service Management project to make the Zilla application/permissions request fields available on your request portal for your users.

  • Enabling Request Forms for Zilla fields:

    • Go to your JSM Project Settings 

      • Go to Zilla settings to allow which request types can show zilla fields in request form.

      • Enable which request types will support Zilla fields.

  • Enabling Request Form for Approval workflow 

    • Go to your JSM Project Settings 

      • Go to Request types, Service requests to customize the types of service requests your project will use.

      • Identify the Request type that was configured for Zilla fields and change the workflow to leverage your service management approval workflow. For example: Service Request Fulfillment with Approvals workflow for Jira Service Management.

  • Request Portal 

    • Go to your JSM project Portal settings to make sure your request portal groups include the request form(s) that were enabled with the Zilla fields, so users making requests will be able to request specific application/permissions access.

Making an Access Request 

(Need to update)

Viewing Access Requests in Zilla

As users make access requests through the ticketing system, and the access requests go through their lifecycle, Zilla maintains the overall request statuses for easy viewing/reporting.

The following statuses are displayed on the Access Requests page:

  • Requested - A request has been made and is awaiting an approver to be assigned.

  • Awaiting Approval - An approver(s) have been successfully assigned to the request ticket and the ticket is awaiting an approval decision. 

  • In Progress - An approved ticket has been assigned for fulfillment, either manual or automated fulfillment. 

  • Rejected - An access ticket was declined, canceled or rejected by either the approver or requestor in the service management system..

  • Resolved  - An access ticket marked as resolved has been completed, either the permissions were manually provisioned or when ZIlla detects that the requested account / permissions have been provisioned. 

  1. Click on the Access Requests menu to view requests that Zilla knows about. 

  1. Click on the Ticket hyperlink to view the ticket details in your Jira Service Management environment in a new window. 

    1. Note: You need to be an authorized Jira user in your Jira Service Management project to view/update/manage the service queue and certain ticket details.

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