Enterprise plan admins can take advantage of the request management feature and optimize the process of giving permissions to users from their company in certain cases.
Available for: Enterprise plan
Set up by: Company Admins
What is request management?
When a new user needs to get access to a Miro team or upgrade a license, they send a request to promote their access. Company Admins can configure the way the admins will be notified of the request: whether to send a notification to Admins or specific emails, redirect the requester to a service desk, or automatically convert their request into a ServiceNow or Jira Service Management ticket.
The request access management is applied to several cases when an end-user requests access to a team/organization or an upgrade for another user:
- When a Free Restricted user requests a Full license in the subscription
- When a member tries to invite another person who has a Free Restricted license or convert their access on a board to editor
- When a member who is not allowed to invite new members tries to grant an owner or co-owner role on a particular board to a user who is not a member of the team
- When a non-admin user tries to share a board with a user that is not a member of the team, while in invitation settings, guests aren't allowed and non-admin users can't invite new members to the team
- When a new user requests to join a team discoverable due to Domain control
- When a guest invited to particular boards in a team requests to join the team
- When an Enterprise user requests to join a team discoverable for end-users in their organization
- For plans that use Single sign-on: when a new user has not yet been given access in IdP and hence has issues logging in to Miro via SSO and requests access:
A message that a new user sees when they have an issue logging in via SSO
Having clicked 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.
Confirming user email
Regardless of the settings, other flows (e.g. invitation from board settings on the dashboard) continue to follow the current flow of sending emails to Company Admins.
Once they request a license or access, one of the following events will be triggered depending on your request management controls:
- An email request will be sent to Company Admins
- An email request will be sent to specific emails
- A service desk ticket will be created in ServiceNow or Jira Service Management
- The user will be redirected to a service where they will be able to create a request
✏️ 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. If Company Admin is also a Team Admin for some teams, they will keep getting email notifications for those teams’ requests.
Setting up request management controls
To get to request management controls go to Company settings > Security and scroll down to Request management. Here you can choose a way to be notified of user access requests.
✏️ The option to automatically create a service desk ticket is currently available for ServiceNow and Jira Service Management.
Request management settings
Option 1: Notify admins via email
If you select this option, all Company admins will receive an email notification when a user requests access. The setting doesn't require any additional steps.
Option 2: Send requests to specific emails
Company Admins can specify up to 5 email addresses where Miro sends emails about request management. When this is turned on, only the specified addresses will get the request to their email address. These email addresses don’t have to be Miro users.
Note: if there are no email addresses filled, the option will not be saved and previous settings will be applied to all requests.
Option 3: Create a service desk ticket
If you'd like a service desk ticket to be created every time a user requests access to a team/organization, please follow the steps below. Please note that this feature is currently supported with ServiceNow and Jira Service Management.
Step 1.
If you're going to use ServiceNow, create a catalog item for Miro following these instructions.
Step 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 ServiceNow or Jira Service Management.
In the Email field, enter your ServiceNow or Jira Service Management email address.
Configuring the creation of a service desk ticket
Step 3.
Proceed with the email configuration.
For ServiceNow:
1. Open ServiceNow, go to System Properties > Email Properties and enable receiving inbound emails.
Enabling receiving inbound emails
2. Create an inbound email action (find the detailed instructions here). In the From field under the line Only emails from this sender will trigger this inbound action, type in notification@miro.com.
Creating an inbound email action
3. Set filed values from the email body to configure additional settings and set up processes of converting a Miro email into a ServiceNow ticket (optional). For example, you can assign a newly created ticket to a particular person.
For Jira Service Management:
In order to configure a new email on your Jira Service Management project please follow these steps:
1. From your service project, select Project settings > Email requests.
2. Choose your email service provider and follow the prompts to link Miro.
You can find more details in Atlassian's official documentation.
Option 4: Redirect user to a service desk
The requester will be redirected to a service desk of your choice where they create a ticket manually. To enable the option, enter the link to which the requester will be redirected in the Service desk URL field.
✏️ If you use ServiceNow you also need to create a catalog icon for Miro in ServiceNow as an additional step.
Configuring redirect of a user to a service desk