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Monthly Buzz - July - Remote Support

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July 31, 2026
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BeyondTrust Communications
Community Manager

BeyondTrust + Atlassian Jira: Securing Privileged Access Across Your ITSM Workflows

See how BeyondTrust improves ITSM security in Jira Service Management, securing remote access, credential checkout, and audit trails.

ITSM Security and the Hidden Risk in Your Service Desk

Modern IT service desks are caught in a bind. Teams rely on powerful platforms like Atlassian Jira Service Management (JSM) to handle the flood of tickets, incidents, and change requests that define daily operations, but when privileged access enters the picture, those same workflows can become a security liability. Manual handoffs, credential sharing, and siloed tooling create gaps that attackers are increasingly exploiting.

BeyondTrust’s expanding suite of Atlassian integrations closes those gaps, without forcing your teams to abandon the tools they already know and trust.

The Problem with Disconnected Workflows

IT service desks face a daily paradox: the more efficient access becomes, the harder it is for organizations to control and secure. When a technician needs to remote into a server to resolve an incident, or an end user needs elevated privileges to install a business-critical app, the path from “ticket opened” to “task completed” is often riddled with manual steps, credential exposure, and little to no audit trail.

The result? Increased wait times, frustrated end users, and a compliance posture that’s hard to defend.

BeyondTrust and Atlassian have partnered to eliminate this friction, combining Jira Service Management’s best-in-class ticketing and workflow engine with BeyondTrust’s identity security platform to deliver a more automated, more secure, and more auditable IT Service Management (ITSM) experience.

Inside the BeyondTrust-Atlassian Integration Ecosystem

BeyondTrust offers one of the most comprehensive integration footprints in the Atlassian ecosystem. Here’s a breakdown of what’s available and what each integration enables.

NEW! Privileged Remote Access (PRA)

The Privileged Remote Access integration is one of BeyondTrust’s newest additions to the Atlassian Marketplace, and it fundamentally changes how third-party vendor access is managed within JSM. Rather than issuing standing credentials or relying on Virtual Private Network (VPN) access that’s difficult to revoke, Privileged Remote Access allows organizations to grant time-limited, ticket-validated remote access directly from within a Jira issue. Key capabilities include:

Validate ticket/change request status before access is permitted
Launch secure remote sessions directly from Jira incidents, changes, problems, and service requests
Automatically import BeyondTrust session data back into the Jira issue for a full audit trail
Eliminate the need for VPN credentials for third-party vendors
Enforce change management approval processes before any session begins

Learn more: Privileged Remote Access Integration Guide | Privileged Remote Access Integration for Jira

NEW! Endpoint Privilege Management (EPM)

Also newly available on the Atlassian Marketplace, the BeyondTrust Endpoint Privilege Management integration brings just-in-time (JIT) application and admin access management directly into JSM workflows, meaning access is granted only for a set window and expires automatically. When an end user needs elevated privileges to install software, run a script, or access a restricted application, Endpoint Privilege Management can automatically open a Jira ticket for the request, route it through your existing approval workflow, and only grant access once the ticket reaches an approved state. Highlights include:

Automatically open tickets for new application and admin access requests
Time-based approval for application access
Validate ticket status before application access is granted
Deny access automatically if the ticket is not in an approved state
Link system activities back to the originating ticket for full traceability

Learn more: Endpoint Privilege Management Integration Guide | Privilege Management Integration for Jira

Remote Support: Zero Context-Switching for Technicians

The Remote Support integration allows technicians to initiate BeyondTrust Remote Support sessions directly from a Jira ticket with no separate tooling, no credential exposure, no context switching. Session data is automatically synced back into JSM, giving teams a complete record of what happened, when, and by whom. This integration is available on the Atlassian Marketplace and is priced per user on a monthly or annual basis.

Learn more: Remote Support Integration Guide | Remote Support integration for Jira

Continue Reading HERE

Remote Support 26.2.1 release notes

Stricter controls on critical security patch opt-outs (On-premises only)

To reduce the risk of appliances running with known vulnerabilities, critical security patch enforcement has been strengthened in the following ways:

For critical updates that install without downtime, the option to opt out is removed and these updates are now applied automatically.
For critical updates that require downtime, you can still opt out, but doing so requires you to explicitly acknowledge that you assume responsibility for the associated risk.
If an appliance has not successfully communicated with the update server within a defined time window, key functionality is degraded or disabled. This prevents appliances that are disconnected from updates, whether intentionally or through misconfiguration, from continuing to operate indefinitely in a potentially vulnerable state.

Important information