This article describes the ITS department Jira (JSDJSM) terminology for staff and users and explains the different segments in the JSD JSM user interface.
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 until you click Configure Fields > Custom and select them. These fields are editable after the ticket has been created.
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There are many issue types built into JSDJSM. In the case of the ITS Tech Support Center, most tickets will be of the Service Request type. Global issue and Surplus issue types are also available within the ISD project.
Summary
The Summary field should provide a quick, one-sentence description of the issue.
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| Warning |
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At present, UConn tickets for alumni cannot be created; an error message appears when Create is selected. Please use a personal (non-UConn) email address for these customers |
Component(s)
ITS departments within the ITS Service Desk (the Project explained above) are considered Components. Select the Component(s) that will handle the ticket.
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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, and which statuses can be chosen from any given available transition from the current status.
Communicating with Customer
Communication between customers and ITS technicians is 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 the ticketWhen replying to a customer, using the Respond to customer transition will put the ticket on hold until the customer responds.
To select a canned response, select the option to edit the ticket and scroll down in the “Edit Issue” window. Under the “Comment” section, select the “canned response” icon: 
Below is a listing of the currently (01/07/2020) canned responses available to use when responding to the customer:
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