ITS - Jira Workflow

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

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.

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 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.

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.

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.

When to Assign a Ticket

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.

Description

Enter relevant information about the issue in the Description.

Managing Tickets

Tickets are assigned to ITS departments via the Component(s) field. 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

This field located under the Service Desk request section on the right-hand side of a ticket, allows you to select from a list 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 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 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 ticket.

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: