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Jira ticket fields explained
The following describe This guide describes 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 until you click Configure Fields > Custom and select them. These fields are also editable after the ticket has been created.
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Reporters can be assigned at a later date from the Reporter field under the People tab on the right-hand side of an existing ticket.
Component
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(s)
Components are ITS ITS departments within the ITS Service Desk (the Project explained above) are considered "Components". Select the Component/(s which ) that will handle the ticket.
Assignee
The Assignee field allows the assignment of tickets to specific individuals when their input is required. Tickets can 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 their own technicians after the ticket has been assigned to them via the Component field. |
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Tickets are assigned to ITS departments via the Component/(s) field. Once a ticket is assigned, the person in the Component/(s) taking the ticket will assign the ticket to themself via the Assignee field. Tickets can be viewed both from the queue as well as from customized dashboards.
Request Type
The Request Type This field , located under the Service Desk request section on the right-hand side of a ticket, allows you to select from a list of types that to describe the nature of the issue. This list includes "types" such as "Student Worker Account request", "University Computer Support", and "General Help".
Changing Ticket Status (Workflow Tab)
Ticket Status can be changed by selecting the available action buttons under the ticket summary line. Common Workflow actions include Assign to team, Resolve this issue, Cancel request, and Schedule support. To view all possible ticket statuses, you can click View Workflow next to the Ticket Status under the Details tab at the top of the ticket. This will present a workflow tree of all possible statuses possible, and which statuses can be chosen from any given status.
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Communication between customers and ITS technicians is done through conducted in the comments section. At the bottom of any ticket, you can leave comments, and choose either Share with customer or Comment internally. If the action is permitted in the workflow tree, Respond to customer may also be an action button at the top of ticket.
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Below is a listing of the currently (01/07/2020) 'canned responses' available to use when responding to the customer:
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