Streamline your helpdesk and ITSM workflows with ConductorOne
Today we’re announcing two new features — helpdesk provisioning and Copilot helpdesk automation — to give ConductorOne customers complete flexibility in configuring helpdesk workflows that suit their environment.
Helpdesk provisioning
For customers who process access requests and approvals through ConductorOne but want to provision access to some or all of their systems via their helpdesk or ITSM tool, ConductorOne can now automatically trigger and track helpdesk provisioning tickets.
How it works
Users request access using ConductorOne’s web app, Slack, or CLI. ConductorOne then routes requests through the appropriate approval steps based on preset approval policies. When access is approved, if the requested access is set to be provisioned using the customer’s helpdesk, ConductorOne communicates with the helpdesk to open a provisioning ticket and monitor the ticket’s status. All status updates are logged in ConductorOne for easy auditing.
“ConductorOne’s helpdesk provisioning gives us a new level of flexibility. We can streamline access requests and approvals using C1 and automatically trigger provisioning for systems we prefer to provision using our helpdesk. ConductorOne’s seamless coordination with our environment makes us more productive and secure." — Ray Mowatt, IT Director at Suzy
Helpdesk provisioning is available in early release for Jira Data Center, Jira Cloud, and ServiceNow.
Helpdesk automation
For those customers who prefer to continue using their helpdesk for access requests but want to automate approval and provisioning workflows on the backend, ConductorOne’s AI-powered Copilot can orchestrate all approval routing and provisioning behind the scenes as soon as a helpdesk request ticket is created.
How it works
Users request access through the helpdesk as usual. When a request ticket is created, Copilot automatically actions the request through ConductorOne for automated approval routing, provisioning, and a complete audit trail, taking the burden of ticket processing off IT while providing a seamless experience for end users.
“Facing a constant need to improve team productivity while maintaining auditability and compliance, security and identity leaders are looking to automate as many manual tasks as possible. Rather than imposing a new technology or process, helpdesk automation enables security teams to be more responsive, improve security, and make better use of existing IT service management processes.” — Todd Thiemann, Senior Analyst at Enterprise Strategy Group
ConductorOne Copilot helpdesk automation is now generally available for Jira Cloud.
To learn more about ConductorOne’s Copilot, check out conductorone.com/products/copilot.
To find out how ConductorOne can work with your environment, talk to our team!
