Streamline user requests by customizing your request management options. Learn how to set up request management for admins.
Relevant for: Enterprise Plan
Who can do it: Company Admin
What is request management?
When a user needs access to an organization or team, SSO, or a license upgrade, they send a request to their admin. Request management allows company admins to customize how both team and company admins receive different request types.
There are four request management options that admins can choose from to handle user requests. Admins can also define how to handle different access request types. By default, all requests are sent via email to admins.
Request management options
- Send an email request to all company admins
- Send an email request to specific emails
- Create a service desk ticket
- Redirect to a service via custom URL (where users create a manual request)
Access request types
| Organization requests |
|
|---|---|
| License requests |
|
| Team requests |
|
| SSO requests |
|
How to find request management settings
- Under Company settings go to Security
- Scroll down to Request management
Request management settings
Configuring request management
Send an email request to all company admins
All Company Admins will receive an email notification when a user makes an access request.
- Under Company settings go to Security
- Scroll down to Request management
- Select the Type of request
- A pop-up will open. Click the dropdown and select Email all company admins
Notifying admins of requests via email
Send an email request to specific emails
Company Admins can specify up to 5 email addresses where Miro sends emails about request management. Only the specified email addresses will get the request. These email addresses don’t have to be Miro users.
- Under Company settings go to Security
- Scroll down to Request management
- Select the Type of request
- A pop-up will open. Click the dropdown and select Email specific company admins
- Add up to 5 emails. Click Add each time you enter an email address in the email field
Notifying admins of requests via specific emails
Create a service desk ticket
Automatically create a service desk ticket every time a user makes an access request. This feature is currently supported for ServiceNow and Jira Service Management.
1. Configure the email settings for ServiceNow. Create a catalog item for Miro in ServiceNow. Open ServiceNow, go to System Properties > Email Properties and enable receiving inbound emails
2. Create an inbound email action. In the From field under the line Only emails from this sender will trigger this inbound action, type in notification@miro.com.
3. Set field values from the email body to configure additional settings and set up the process of converting a Miro email into a ServiceNow ticket. For example, you can assign a newly created ticket to a particular person.
4. Go to Miro, open Company settings > Security > Request management, and select Create a service desk ticket. In the email field, enter your ServiceNow email address.
1. Configure the email settings for Jira Service Management. From your service project, select Project settings > Email requests. Choose your email service provider and follow the prompts to link Miro.
2. Go to Miro, open Company settings > Security > Request management, and select Create a service desk ticket. In the dropdown under Service desk provider, select Jira Service Management. In the email field, enter your Jira Service Management email address.
Redirect to a service via custom URL
The requester will be redirected to a URL of your choice for next steps.
- Under Company settings go to Security
- Scroll down to Request management
- Select the Type of request
- A pop-up will open. Click the dropdown and select Redirect to a custom URL
- Enter the redirect link in the custom URL field