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In ITIL, access management grants authorized users the right to use a service and keeps unauthorized users out. Each request to grant, change, or remove access is checked against policy before anyone acts on it. Set a ticket’s to Access to keep these requests together, report on them, and give them their own approvals and targets.

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When to use Access

Use Access for requests about who can use what:
  • Access to an application, a shared drive, or a mailbox
  • A higher permission level or an admin role
  • Joining or leaving a security group or distribution list
  • Removing access when someone changes role or leaves
Broken sign-ins and lockouts are usually incidents, because something that worked has stopped working.

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Set the Access type

In the web app

  • Set Access as the default type on the for this kind of request, such as “Software access” or “Shared drive access”. See Configure default types.
  • Change the Type property on a ticket, or select several tickets in a list and update their type with a bulk action.
Ask Copilot to set or change the type on a ticket you’re looking at, or to find tickets of this type.

Reclassify a ticket with Copilot.

  • Add an that sets the type, for example: “For requests to grant, change, or remove access to an application or system, set type to Access.”
  • Set Type in a workflow’s Create Ticket or Update Ticket action.

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Put Access tickets to work

Automate the request

For applications in your catalog, access management handles the request end to end: the requester picks an application and access level, the access policy collects approvals, and Ravenna provisions the access and tracks it as an entitlement.
For access you grant by hand, add approvals from the application owner or the requester’s manager, and add approvers from a workflow when an Access ticket is created.
Scope an SLA to Type is Access so people get access when they need it, and save a view filtered to Access tickets to review what was granted.
Learn more about ticket types
Last modified on November 12, 2026