Request management

Streamline user requests by customizing your request management settings. 

Relevant for: Enterprise Plan
Who can do it: Company Admin

What is request management?

Users can request access to organizations or teams, may require support for single sign-on (SSO), or seek license upgrades. By default, these requests are sent to admins via email. With request management, Company Admins can personalize how these requests are received and managed. 

Company Admins have several request management settings to choose from. They can also customize the request management process based on different request types. For example, Company Admins can configure their Request management settings to automatically generate service desk tickets for all license requests.

You can find your Request management settings in your Company settings > User management > Request management. 

Request management settings

Choose how to be notified about requests: 

• Email all company admins
• Email specific company admins
• Create a service desk ticket
• Redirect to a custom URL

Type of request

Request types fall into four categories, which you'll see in your Request management settings:

• Requests to join your organization
• Requests for a license
• Requests to join a team
• Requests related to SSO issues

The below scenarios outline how these requests are triggered. Review the scenarios to decide how you would like to manage each request type.  

Configuring request management 

Email all company admins

All Company Admins will receive an email notification when a user makes an access request. 

1. Under Company settings go to User management > Request management
2. Click on the Type of request you wish to manage
3. A pop-up will open. Click the dropdown and select Email all company admins

Notifying admins of requests via email

Email specific company admins

Company Admins can specify up to 5 email addresses. Only the specified emails will receive the request. The emails do not need to belong to Miro users.

1. Go to Company settings > User management > Request management
2. Click on the Type of request you wish to manage
3. A pop-up will open. Click the dropdown and select Email specific company admins
4. 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.

ServiceNow 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 > User management > Request management, and select Create a ticket in ServiceNow.  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 > User management > Request management, and select Create a ticket in Jira Service Management. In the email field, enter your Jira Service Management email address.

Redirect to a custom URL

The requester will be redirected to a URL of your choice for next steps. 

1. Under Company settings go to User management > Request management
2. Click on the Type of request you wish to manage
3. A pop-up will open. Click the dropdown and select Redirect to a custom URL
4. Enter the redirect link in the custom URL field

Frequently asked questions

Can users make a request directly through the SSO request access flow?

After clicking Request access, the user will also need to confirm their email by entering the confirmation code sent to their email address. This prevents unauthorized users from reaching out to Company Admins.

Why am I still getting emails even though I’ve configured my settings to create tickets?

If Team Admins are allowed to invite new users to a team in invitation settings, they will receive invitation requests related to this team via email, even though request management settings are set differently. Company Admins who are also a Team Admin will also still receive these emails. 

How do Team Admins know if there’s a request to join their team?

If they are allowed to invite users to their teams, Team Admins will get an email about requests regardless of the request management settings.