Past Project
Automated Access Provisioning
The engineering group relied on a specialized application central to daily project execution. Getting new users into the system required multiple manual steps. Employees submitted requests through ServiceNow, which routed tickets to administrators. Each request had to be validated, provisioned in the application, and closed manually. The process was slow, often stretching into several days, and inconsistencies in execution led to missed approvals and access errors. Engineers and contractors lost valuable time waiting for accounts, while administrators remained buried in repetitive provisioning tasks instead of higher-value support. The leadership team asked for a faster, more reliable, and auditable way to handle access.
The automation integrated directly with ServiceNow, picking up new access requests as tickets were created. UiPath bots validated each request against pre-defined rules and approval records inside ServiceNow. Once confirmed, the bots logged into the engineering application, provisioned the user account, and assigned the correct roles. After provisioning, the bot updated the ServiceNow ticket with the outcome, attached logs, and closed the request automatically. Any tickets that failed validation or contained missing approvals were flagged and routed back to administrators for review.
The automation ran fully unattended, capable of processing requests around the clock. By embedding validation rules into the workflow, the solution ensured that only authorized users received access, while administrators retained oversight of exceptions. The result was a consistent, fast, and auditable process that improved user experience and reduced operational strain on IT.
Solution
Key Features
The solution created a closed loop between ServiceNow and the engineering application. UiPath bots acted as the execution layer, validating requests and performing provisioning actions without human involvement. ServiceNow remained the system of record, capturing tickets, approvals, and closure notes. Exception routing ensured compliance while keeping administrators engaged only where human judgment was required. Audit logs within ServiceNow provided traceability for every access change..
Outcomes
Access provisioning time reduced from days to under one hour
Administrator workload on provisioning cut by more than 80 percent
Faster onboarding of engineers and contractors with minimal delays
Standardized approval validation improved compliance and reduced errors
Full traceability of access requests maintained within ServiceNow
Automation operated 24/7, removing backlog during peak demand
Business Drivers
The organization needed to reduce long turnaround times that frustrated engineers and delayed project starts. Administrators were spending disproportionate time on repetitive provisioning requests, leaving little capacity for more strategic support. The lack of consistent documentation raised concerns about security and compliance. A solution was required that could accelerate access provisioning, enforce approvals, and scale without adding staff.
Technologies
The automation was built entirely with UiPath and ServiceNow. ServiceNow served as the intake and approval system for tickets, while UiPath bots executed the provisioning tasks within the engineering application and updated ServiceNow records. Together, the two platforms created an end-to-end automated process with no additional infrastructure.