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This article describes the ITS department Jira (JSD) workflow that agents will follow, from creating the ticket to sending it to other departments. 

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Jira

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ticket fields explained

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

Select the ITS Service Desk (ISD) project if not already selected. This project is the container for ITS department tickets. 

Issue Type

There are many issue types built into Jira.  In the case of the ITS Tech Support Center, most tickets will be of the 'Service Request' type.

Summary

The Summary field should provide a quick, one-sentence description of the issue. 

Reporter

The Reporter field is 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, there are not accounts for UConn alumni. 

At present, UConn tickets for alumni can't be created; an error message appears when 'Create' is selected.

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/s

Components are the groups ITS departments within the Service Desk Project which represent ITS departments and their assigned tickets. .  Select the department Component/s which will handle this the ticket.

Assignee 

The assignee field is how ITS departments assign Assignee field allows assignment of tickets to specific employeesindividuals 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 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

Using Assign will allow entering a comment but will not update the ticket workflow.

Description

The Description is where Enter relevant information about a ticket will be putthe issue in the Description. 

Managing Tickets

Tickets are assigned to ITS departments via the Component/s field.  Once a ticket is with a department, the ticket should be internally assigned to a specific ITS employee 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 field, located under the Service Desk request tab section on the right-hand side of a ticket, allows you to select from a list of types that describe the nature of the issue. This 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 available action buttons under the ticket title of the ticket. Common actions include Resolve this issue, Pending, and In progress. 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 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.

Communicating with Customer

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 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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