Jira Service Management · Jira · v1.0.0 · Planned
IdentityLens
for SailPoint®
Show the requester’s real identity context on the ticket — entitlements, manager, and what access they already hold.
- Access requests
- Entitlement context
- Read-only
- Approver clarity
The gap it closes
An access request lands in the service desk. To approve it responsibly you need to know what the requester already has, who their manager is, and whether this grant creates a separation-of-duties problem. None of that is on the ticket.
So the approver opens the identity governance console, searches the user, reads three screens, and comes back. Multiply by every request, and the approval queue becomes the slowest part of onboarding — or approvals become rubber stamps, which is worse.
The vendor integration solves the opposite direction: it lets the IGA platform raise tickets. It does not put identity context inside the ticket where the human decision is actually made. That is the gap.
How it works
Three steps, then it runs itself.
- 01
Connect with a read-only service account
Supply an API client scoped to reading identities and entitlements. The app never asks for provisioning rights, because it never provisions anything.
- 02
Match the requester to their identity
The reporter’s email is matched to an identity record. If there is no confident match, the panel says so plainly rather than guessing at a person.
- 03
The approver reads one panel
Current entitlements, group memberships, manager, account status and last review date appear on the issue — enough to approve or push back without leaving Jira.
How it behaves
The decisions that matter.
-
Read-only by construction
The app requests read scopes only. It cannot grant, revoke or modify access, so a bug in it can never become an unauthorised entitlement.
-
An uncertain match is reported, never assumed
Ambiguous or missing identity matches render as “no confident match” with the reason. Showing one person’s entitlements on another person’s ticket is the worst possible failure here.
-
Identity data is displayed, not warehoused
Context is fetched for the person viewing the ticket and rendered. It is not copied into Jira fields or accumulated into a shadow directory.
-
Visibility follows Jira, not the identity system
The panel is only rendered to users who can already see the issue, so the app cannot widen who sees identity information.
Where it runs, and what it reaches
Every outbound connection, named.
The app runs on Atlassian’s own infrastructure. Where it must reach outside, these are the only hostnames it is permitted to contact — the same list Atlassian shows your admin before you install, and the same list a Marketplace reviewer checks against the manifest.
-
your-tenant.identitynow.comYour own identity governance tenant, contacted with your read-only credentials to fetch the requester’s entitlement context. The exact host is whichever tenant you configure.
Runs on
Atlassian Forge (runs on Atlassian’s own infrastructure)
Your credentials live in
Forge encrypted secret storage, inside your own installation
Surfaces it adds
Jira admin page, Issue panel
Pricing
Priced per user, billed by Atlassian.
Every paid plan starts with a free 30-day evaluation, arranged by Atlassian. Atlassian collects the payment, handles invoicing and tax, and is the merchant of record — so this app appears on the Atlassian bill you already pay, not a separate one from me. Sites of ten users or fewer pay one flat monthly rate.
Evaluation
Free
Up to 10 users
$15/month
11–100 users
$1.50/user/mo
101+ users
$1.00/user/mo
Indicative pricing for an app that is not listed yet. The rate on the Marketplace listing is the one that applies.
Documentation & data handling
Everything it touches, stated plainly.
Installing & getting started
- Install IdentityLens from the Atlassian Marketplace into your Jira Service Management site and review the permissions listed here.
- Open Settings → Apps → IdentityLens and work through the three steps above.
- Your evaluation runs for 30 days with everything switched on, so it can prove itself before you pay for it.
- Stuck? Email [email protected] — one business day response.
Permissions, and why each one
read:jira-work- Read the issue and its reporter in order to look up the right person.
storage:app- Hold the connection settings and the encrypted service-account credential inside your own installation.
What is stored, and where
- The service-account credential is stored in Forge encrypted secret storage inside your own installation, and is never returned to the browser.
- Identity context is fetched on demand and rendered in the panel. It is not written into issue fields and not retained after the request.
- Outbound connections go only to the identity tenant you configure, using your credentials.
- Uninstalling removes the stored settings and credential.
Technical detail
- Version
- 1.0.0
- Platform
- Atlassian Forge
- Runtime
- Node.js 22 — Forge runtime
- Products
- Jira Service Management, Jira
- Modules
- Jira admin page, Issue panel
- External connections
- 1 declared host
- Billing
- Paid through the Atlassian Marketplace
- Support
- [email protected]
- Support SLA
- One business day
- Publisher
- Builds By Luke, Canada
SailPoint® is a registered trademark of SailPoint Technologies, Inc. IdentityLens is an independent product, not affiliated with, endorsed by or sponsored by SailPoint. It requires your own SailPoint subscription and your own credentials.
Questions people ask.
Can it grant or revoke access?
No, by design. It asks for read scopes only, so it is structurally incapable of changing anyone’s entitlements.
What happens if the requester is not in the identity system?
The panel says there is no confident match, and why. It never falls back to a close-enough guess.
Does it store identity data in Jira?
No. Context is fetched when the ticket is viewed and rendered for that view. Nothing is written into issue fields.
IdentityLens is on its way.
It is on the build list for the Atlassian Marketplace. If you want it sooner — or want it to do one specific thing — that is genuinely useful to hear.