Before
Support staff had to inspect each access request, look up application and resource owners, request and track approvals, and check existing entitlements across separate systems. They then had to apply the change, update the ticket, or explain why fulfilment could not continue.
How it works
- Validate the request, requester, catalogue entry, current access, and required prerequisites.
- Identify documented approvers and create Freshservice approval requests, while routing invalid, rejected, pending, or incomplete cases appropriately.
- Apply the approved group or role, detect failures or duplicate access, and update or resolve the ticket with the outcome.
Workflow details
- Request validation: A Freshservice ticket event starts the workflow, which reads the requested application, access type, resource, requester, and justification. It checks that the application and requested resource are recognised, that the requester exists, and that closed or invalid requests are routed without provisioning.
- Entitlement and approval checks: The workflow checks current group membership or application roles before changing anything. For new access, it retrieves the requester’s manager, identifies the documented application owner and, for resource extensions, the relevant data owner from ownership pages, validates the owners against those pages, and creates approval requests in Freshservice; human approval remains required.
- Prerequisite handling: Extension requests require the requester to have the application’s base access group. Missing users, missing prerequisites, rejected approvals, unknown resources, or unavailable owners are recorded on the ticket with an appropriate pending, rejected, invalid, or manual-fulfilment outcome.
- Access fulfilment: After approvals are complete, the workflow adds the requester to the application group or grants the requested role in the supported data and business applications. It avoids duplicate changes when the requested access already exists and distinguishes successful changes from connector failures.
- Ticket closure and communication: Freshservice receives the relevant reply, private note, status, and resolution outcome, including granted access, existing access, pending approval, failure details, or the reason fulfilment stopped. The result provides a traceable path from request and approval through entitlement verification and final disposition.
What changed
The request now moves through validation, ownership checks, approval collection, entitlement comparison, fulfilment, and ticket updates in one controlled workflow. Humans still provide the required approvals, while the flow performs the checks and changes only after the approval conditions are met.
Work removed
Repeatedly checking request fields and existing access, searching ownership documentation, finding approvers, creating approval requests, copying approval details, checking prerequisites, applying supported entitlements, and manually updating tickets with routine outcomes.
Expected outcome
Conservatively, the workflow removes at least three recurring manual checks per request—validation, existing-access review, and prerequisite review—while leaving a consistent ticket record for every success, exception, or stopped fulfilment.
