Problem
Where routine requests get stuck
“Can I get access to that SharePoint site?” “The new starter needs a laptop on Monday.” “Has anyone approved my software request?” Each question sounds small. Each can leave someone checking a ticket, looking up a manager, opening another system, and sending another reminder.
The employee wants to get on with their work. IT needs enough information and authority to help. The approver needs to understand what they're being asked to approve.
Automation can make those steps easier to follow. It can collect details, route work, carry out approved actions, and bring the result back to the request. The useful question is: where does a routine request still depend on someone copying, checking, or chasing?
Why these ten?
Public practitioner discussions repeatedly raise password recovery, onboarding, departures, access, and software requests. One Atlassian Community question describes checking an Excel file fed by Microsoft Forms on SharePoint before responding to Jira access tickets. A ServiceNow discussion highlights lifecycle and group-based access workflows. These are useful signals of recurring friction. They aren't a representative ranking of every IT queue.
The ten workflows below combine those signals with documented platform capabilities. Their order follows the work, not a popularity ranking.
Give each system a clear job
For these examples, Jira means Jira Service Management, with Cloud integrations where cited. Jira Software alone isn't an equivalent service-management setup.
A useful design separates coordination from fulfillment:
Use the platform your organization already has
This is a design pattern, not a promise that every connection comes ready to use. Atlassian documents Teams chat setup and outgoing automation requests. ServiceNow documents Microsoft integrations. Your available features depend on configuration, licensing, permissions, and installed components. , , .
Choose the service platform your organization already uses. This workflow doesn't require both Jira and ServiceNow.
Examples
1. Collect complete requests and send them to the right owner
“It doesn't work” gives IT very little to investigate. A useful request identifies the application or device, the symptom, when it started, and how the person's work is affected.
Use request-specific questions and routing rules. An access request needs different details from a broken laptop. Where Teams intake can't collect a required field, direct the employee to the complete form instead of dropping the requirement.
JSM's Teams chat setup supports selected request types but documents field limitations. In either platform, test whether the request arrives with the information its owner needs. Person's role: Review unclear requests and correct routing mistakes.
2. Help employees use password-reset self-service
A forgotten password can interrupt someone's morning and create another routine ticket.
Where Microsoft Entra self-service password reset is enabled and suitable, make that approved recovery route easy to find. Microsoft's feature can let eligible users reset their password without an administrator performing the reset. It depends on configuration, registered recovery methods, and the right licensing. Hybrid environments also need the relevant on-premises setup.
The ticket workflow can explain the route and collect a failure reason when it doesn't work. Losing an MFA method may require a different recovery process. Person's role: Handle exceptions through the organization's identity-verification process. A Teams message alone doesn't establish identity.
4. Coordinate a new starter's IT setup
A new employee may need an account, applications, equipment, and instructions. One completed task doesn't mean everything is ready.
Start from confirmed employee details and an agreed role checklist. Create linked tasks for the people or systems responsible. Show each result separately so a working account doesn't hide an undelivered laptop.
Microsoft documents joiner automation in Entra Lifecycle Workflows. That feature has its own licensing requirements. Jira or ServiceNow can hold the coordination record while the configured fulfillment systems handle approved steps. Person's role: Confirm the start date, role, exceptions, and readiness.
5. Coordinate departures with clear timing
A departure needs an authorized instruction and a clear time. It can also involve access removal, equipment return, and decisions about business records.
Prepare the tasks from the confirmed departure instruction. Record which actions succeeded and which need attention. A single closed ticket shouldn't conceal incomplete work in another system.
Entra Lifecycle Workflows supports leaver actions, including account-management tasks. Work outside Entra still needs its own owners and results. Removing access and disposing of business records are separate decisions. Person's role: Authorize timing and decide how required records and equipment will be handled.
Solutions
6. Connect approved software requests to delivery
An employee requests an application. The manager approves it. The employee still can't use it. Before building a custom process, check whether the approved application can already be installed through Intune Company Portal. Microsoft documents both user-installable available apps and automatically deployed required apps.
Where a request and approval are needed, connect that decision to the configured deployment route. ServiceNow's Intune spoke documents group-based deployment and deployment-information lookups. A Jira workflow needs an appropriate configured integration for the equivalent connection.
Person's role: Approve exceptions and investigate failed delivery. Adding someone to a deployment group isn't proof the app installed.
7. Keep device requests connected to asset records
A laptop request involves more than a model name. Someone needs to source the equipment, prepare it, arrange delivery, and record who received it.
Connect the request to the assigned asset and fulfillment tasks. Show stock shortages, delivery progress, and outstanding setup work in the request. ServiceNow documents a hardware catalog process covering sourcing and deployment, including manual fulfillment steps.
Use the same principle with a configured JSM request and asset record. The automation coordinates information; people still handle physical equipment. Person's role: Confirm receipt, suitability, and any replacement or return.
8. Prepare license assignments and reviews
A software request can stall because nobody knows whether a license is available. A periodic review can stall because assignment and usage information live elsewhere.
Bring the relevant facts into one review: the requested product, current assignment, available information about usage, and the owner's decision. After approval, a configured connection can make the permitted licensing change.
ServiceNow documents Entra license-management capabilities and a separate SaaS License Management integration. Those are different components with their own requirements. Person's role: Confirm need and review removal consequences. Low recorded usage alone isn't sufficient reason to remove access. Microsoft documents service and data implications when licenses are unassigned.
9. Prepare change approvals and maintenance communication
A proposed change needs a plan people can review. Employees affected by the change need useful notice.
Collect the affected service, proposed timing, implementation steps, fallback plan, and responsible owner. Route review under the organization's change policy. Once authorized, prepare the relevant communication and follow-up tasks.
JSM documents change-management automation, while ServiceNow documents change approval actions. Feature availability must be checked against the organization's package and configuration. Person's role: Assess the change and authorize it through the agreed process.
10. Follow up on approvals and report meaningful progress
“Waiting” can mean waiting for a manager, a license, a delivery, or the employee. Those are different situations.
Send reminders to the person who can move the request forward. Stop them when the decision arrives. Give employees updates tied to real events, such as approval, deployment failure, or equipment availability.
Atlassian documents automation for notifying pending approvers. ServiceNow documents selected approval, comment, and status notifications in Teams. Person's role: Handle stalled work and confirm the outcome. Silence isn't evidence that a problem was fixed.
Start with one request you can follow from beginning to end
Choose a recent example of one recurring request. Follow it with the employee, approver, and person responsible for fulfillment.
Identify where someone repeats a lookup, copies a field, or chases a decision. Check existing platform features before adding another connection.
Define four separate points in the process:
Keep the request, decision, action, and result distinct
- The request has enough information.
- The required decision has been recorded.
- The authorized action has completed.
- The result has been verified, with unresolved work visible.
Test the exceptions and measure the work
Test what happens when an approver is absent, a connection fails, or the same event arrives twice. Give failed work a named owner. Keep decisions and results attached to the original request.
To judge whether the change helps, compare preparation time, approval waiting time, repeat contacts, failed fulfillment, and reopened requests. Use your own queue to decide what matters most.
Moving the queue means helping someone finish the work they asked to do. Closing the record is only one part of that.
How Zoevin helps
Bring one recurring handoff
At Zoevin, I build scoped automations in a business's own environment and hand them over on an agreed written date.
Bring one recurring IT request that still needs copying or chasing between systems. With the person or provider who already runs your IT, we can identify a defined connection worth improving.
- Follow one recurring request with its approver and IT owner or provider.
- Identify a defined connection and the decisions that need to remain visible.
Zoevin has no delivered automation projects yet. Discovery names the seam. If I build, I hand it over on a written date. You get the workflow, the logins, and the write-up. I don't stay on to run it. You buy the software.
Evidence
Sources
Primary reporting first. Open the sources yourself rather than taking this account alone.
primary source
Atlassian Community — Atlassian access discussionAugust 25, 2026 first-person description of a Jira access workflow using Microsoft Forms, SharePoint, and Excel. Practitioner testimony supports one reported pain point, not a representative market ranking or verified savings. Replies are not treated as technical documentation.
primary source
r/servicenow — ServiceNow practitioner discussionOctober 25, 2024 practitioner discussion of onboarding, departures, access, and software automation. Historical self-selected reports are qualitative signals, not measured adoption, a top-ten ranking, or independently verified outcomes.
primary source
Atlassian — JSM Teams chatReviewed October 6, 2026. Documents Jira Service Management Cloud or Cloud automation capabilities. The article describes a proposed workflow, not a default configuration. Plan, permissions, integration setup, and feature limitations must be checked.
primary source
Atlassian — Jira automation actionsReviewed October 6, 2026. Documents Jira Service Management Cloud or Cloud automation capabilities. The article describes a proposed workflow, not a default configuration. Plan, permissions, integration setup, and feature limitations must be checked.
primary source
ServiceNow — ServiceNow Microsoft integrationReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
primary source
Microsoft Learn — How SSPR worksReviewed October 6, 2026. Documents the named Microsoft capability and its requirements. Proposed ticket handoffs and human checkpoints are editorial applications. No universal availability, guaranteed outcome, or autonomous accountable decision is claimed.
primary source
Microsoft Learn — SSPR licensingReviewed October 6, 2026. Documents the named Microsoft capability and its requirements. Proposed ticket handoffs and human checkpoints are editorial applications. No universal availability, guaranteed outcome, or autonomous accountable decision is claimed.
primary source
Atlassian — JSM approvalsReviewed October 6, 2026. Documents Jira Service Management Cloud or Cloud automation capabilities. The article describes a proposed workflow, not a default configuration. Plan, permissions, integration setup, and feature limitations must be checked.
primary source
ServiceNow — ServiceNow Entra capabilitiesReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
primary source
Microsoft Learn — Microsoft lifecycle workflowsReviewed October 6, 2026. Documents the named Microsoft capability and its requirements. Proposed ticket handoffs and human checkpoints are editorial applications. No universal availability, guaranteed outcome, or autonomous accountable decision is claimed.
primary source
Microsoft Learn — Company Portal guidanceReviewed October 6, 2026. Documents the named Microsoft capability and its requirements. Proposed ticket handoffs and human checkpoints are editorial applications. No universal availability, guaranteed outcome, or autonomous accountable decision is claimed.
primary source
ServiceNow — ServiceNow Intune spokeReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
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ServiceNow — Hardware request workflowReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
primary source
ServiceNow — SaaS integrationReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
primary source
Microsoft Learn — Microsoft licensing guidanceReviewed October 6, 2026. Documents the named Microsoft capability and its requirements. Proposed ticket handoffs and human checkpoints are editorial applications. No universal availability, guaranteed outcome, or autonomous accountable decision is claimed.
primary source
Atlassian — JSM change automationReviewed October 6, 2026. Documents Jira Service Management Cloud or Cloud automation capabilities. The article describes a proposed workflow, not a default configuration. Plan, permissions, integration setup, and feature limitations must be checked.
primary source
ServiceNow — ServiceNow change actionsReviewed October 6, 2026. Documents the named Microsoft integration or fulfillment/approval capability. Availability depends on compatible versions, licensed products, installed components, permissions, and configuration. An initiated action is not proof of completed fulfillment.
primary source
Atlassian — JSM approval remindersReviewed October 6, 2026. Documents Jira Service Management Cloud or Cloud automation capabilities. The article describes a proposed workflow, not a default configuration. Plan, permissions, integration setup, and feature limitations must be checked.