This article describes the ITS department Jira (JSD) workflow that agents will follow, from creating the ticket to sending it to other departments.
Jira ticket fields explained
The following describe JSM) terminology for staff and users and explains the different segments in the 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 , unless until 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 JiraJSM. 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.
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.
| Warning |
|---|
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)
Components are 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.
Using Assign will allow entering a comment but will not update the ticket workflow.
| Note | ||
|---|---|---|
| title | When | to Assign a TicketWhen 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. |
Description
Enter relevant information about the issue in the Description.
Managing Tickets
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.
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 titlesummary line. Common Workflow actions include Assign to team, Resolve this issue, Pending, and In progress 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. Further details on available actions, such as issue linking, blocking, and resolution status, are given below.available transition from the current status.
Communicating with Customer
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.When 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: 
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