This article describes the ITS department Jira (JSD) workflow that all ITS department employees agents 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 select them. These fields are also editable after the ticket has been created.
Project
The project you select should be Select the ITS Service Desk (ISD) project. This project is the container for ITS department tickets.
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At present, UConn tickets for alumni can't be created; an error message appears when 'Create' is selected.
Reporters can also later be assigned at a later date from the 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 assign tickets to specific employees. In the Jira workflow, 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. Tickets can be assigned to specific individuals when their involvement in ticket research or resolution is required.
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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 assigned to them via the Component field. |
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Communication between customers and ITS technicians is done through comments. At the bottom of any ticket, you can leave comments, and choose either Share with customer 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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