This article describes the ITS department Jira (JSD) terminology for staff and users , and explains the different segments in the Jira user interface.
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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 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 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.
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.
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At present, UConn tickets for alumni cannt be created; an error message appears when Create is selected. |
Component(s)
ITS 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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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.
Using Assign will allow entering a comment but will not update the ticket workflow.
| Note | title | When to Assign a 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 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.
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To select a 'canned response', select 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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