Access Request Tickets

This page explains how to request access to an app, track the progress of your request, and - if you are an approver - how to approve or reject requests from others.

Access request tickets are how employees ask for access to apps, groups (a set of users with shared permissions), or roles (a defined level of permission in an app). Every request goes through an approval process before access is granted. This gives your team a clear, recorded history of every decision.

Raising a ticket

Any user can raise a ticket from the Tickets page in the dashboard. Admins can also raise tickets on behalf of other users.

Click Request Access to open the request form.

The screen below shows the Tickets page with the Request Access button and the form that opens:

1. Select the application

Choose which app you need access to. If you already have access to an app, it shows a "Has access" badge. You can still submit a request if you need to change or extend your current access.

2. Choose the access

Search for the specific role, group, or permission you need within that app. Here are some examples:

GitHub: Request the engineering-team group Slack: Request access to a specific workspace channel group Salesforce: Request the Sales Manager role

If you are changing your existing access (for example, moving to a different role rather than adding a new one), a Modify option will appear next to your current membership.

Some permissions may ask you to fill in extra fields. These fields appear automatically in a side panel when needed.

3. Set the duration

Choose how long you need the access:

4. Add a reason

Briefly explain why you need this access. This helps approvers make a confident decision and becomes part of the permanent record.

5. Submit

Click Create Ticket. Your request is immediately sent to the configured approvers.

Ticket lifecycle

A ticket moves through the following stages:

Pending  →  Approved  →  (access granted automatically)
         →  Rejected

Once approved, Iden automatically gives the user the requested access in the target app. You do not need to do anything else.

Tracking tickets

Go to Tickets in the left sidebar to see all tickets in your organization.

Your screen should look like this:

Filter tabs

Use the tabs at the top to narrow down the list:

Columns

Approving or rejecting a ticket

If you are set up as an approver for an app, tickets waiting for your action will appear in the Open tab. Click any ticket to review it.

The screen below shows the approval panel that opens:

The panel shows:

• Permission changes - exactly what access is being requested (groups added, removed, or modified)
• Licenses - any license assignments involved (a license controls how many paid seats are used in an app)
• Log - the full approval history for this ticket

To approve

Click Approve. A confirmation message appears:

"Are you sure you want to approve this request?"

Click Yes, approve ticket as is to confirm. You can optionally add a comment for the record.

If you want to adjust the duration before approving, click Modify duration before approving. A calendar and time picker let you set new start and end times. Then click Approve with modified duration.

To reject

Click Reject, confirm with Yes, reject ticket, and optionally add a comment explaining your decision.

Ticket types