Summary: Relying on legacy ticketing systems to process access requests causes massive operational delays and leaves dangerous standing privileges unrevoked. Integrating Oleria Trustfusion, an AI-native identity security & governance platform, replaces the ticket queue with an intuitive, self-service request portal—enabling time-bound access with automated expirations and one-click approvals in Slack or email.
Access requests run on tickets. The user files a ticket. The approver gets an email — and ignores it. The IAM team chases. The access gets granted three days later, often over-broad to avoid a second ticket. Then it stays. Standing access is the result.
Most identity tools treat the request as a workflow artifact, not as a security decision. Every request is manual, every approval is gut-feel, every grant is permanent. Compliance review three months later finds dormant access; nobody remembers why it was granted. The control is theatrical — it produces tickets, not security.
Oleria evaluates the request against peer access and risk context — the approver gets a recommendation alongside the "approve / deny" buttons. Decision speed up; rubber-stamping risk down.
Oleria's access requests can fully replace ServiceNow access requests, or run in parallel — many customers keep ServiceNow as the general ITSM tool and route access-specific requests through Oleria, where the access graph context speeds the decision. Bidirectional integration is supported, and most customers shift more access requests over once the time-to-access difference becomes visible.
Sensitive apps and privileged access route through tighter approval — additional justification, additional approver, mandatory short duration. Configurable per app per organization. Multi-stage approval (sequential, parallel, per-app override) is on the roadmap with the upcoming approval framework.
Time-bound is the default. The user picks a duration when submitting; access auto-revokes when the duration expires. Permanent access is an explicit option — typically requires a higher-tier approver and additional justification. Auto-revoke at expiry is the mechanism that eliminates the standing-access tail.
Email or Slack — wherever they already work. The approval message contains the request, the justification, the duration, peer-access context, and a one-click approve / deny. No portal login required for routine decisions. Decisions captured in the audit trail.
Every app connected to Oleria where the IAM admin has marked access as requestable — typically SaaS apps, specific roles within apps, and group memberships. The catalog is configurable per organization. Sensitive apps can require additional justification or approver context.
