This article will describe describes the workflow that all ITS department employees will follow, from creating the ticket to sending it to other departments.
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The following components describe the fields to complete when first creating a ticket. Some of these fields may not be visible when you are in the initial Create Issue window, unless you click Configure Fields > Custom and choose to show select them. These fields will also be available to edit inside the ticket, after it's creationare also editable after the ticket has been created.
Project
The project you select should be ITS Service Desk (ISD). This project is all-encompassing of ITS departments and our the container for ITS department tickets.
Issue Type
There are many issue types built into Jira, however in . In the case of the ITS Tech Support Center, most tickets will be of the 'Service Request' type.
Summary
The Summary Field field should provide a quick, one-sentence title description of the issue.
Reporter
The reporter Reporter field is where we assign clients to a ticket. Accounts the person reporting the issue. In excess of 91,000 accounts have been made for most people actively affiliated with UConn, pulling from the LDAP database. Currently, however, accounts there are not made accounts for UConn alumni. ***WHAT IS WORK AROUND ON THIS?***
At present, UConn tickets for alumni can't be created; an error message appears when 'Create' is selected.
Reporters can also later be assigned from the reporter Reporter field under the People tab on the right-hand side of an existing ticket.
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The assignee field is how ITS departments internally assign tickets to specific employees. In the Jira workflow, it is expected that all tickets by default are assigned to a specific technician, and technicians are responsible for the handling of their assigned tickets. Tickets can also be assigned both from the Assign button at the top of an existing ticket (which allows for attached internal/customer facing comments) as well as from the assignee field under the People tab on the right-hand side of an existing ticket.
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When creating a ticket which will go to another department, you should not assign a technician, unless the situation clearly calls for it. Generally, ITS departments should assign tickets internally to technicians , after the ticket has been sent assigned to them via the component Component field. |
Description
The description Description is where any and all relevant information about a ticket will be put.
Managing Tickets
Tickets are sent assigned to your department ITS departments via the component Component field. Once a ticket resides in your is with a department, the ticket should be internally assigned to a specific ITS employee , via the assignee Assignee field. Tickets can be viewed both from the queue , as well as from custom made customized dashboards.
Request Type
The request type Request Type field, located under the Service Desk request tab on the right-hand side of a ticket, allows you to select from a list of types , which that describe the nature of the ticketissue. This includes types such as Student Worker Account request, University Computer Support, and General Help.
Changing Ticket Status (Workflow Tab)
Ticket status Status can be changed by selecting the available action Available Action buttons under the title of the ticket. Common actions include Resolve this issue, PendingPending, and In progress. To view all possible ticket statuses, you can click View Workflow next to the ticket status, Ticket Status under the Details tab at the top of the ticket. This will present a directed workflow tree of all statuses possible, and which statuses can be chosen from any given status. Further details on available actions, such as issue linking, blocking, and resolution status, are given below.
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