This article will describe the workflow that all ITS department employees will follow, from creating the ticket to sending it to other departments.
Creating a Jira Ticket
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 and choose to show them. These fields will also be available to edit inside the ticket, after it's creation.
Project
The project you select should be ITS Service Desk (ISD). This project is all-encompassing of ITS departments and our tickets.
Issue Type
There are many issue types built into Jira, however 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 title of the issue.
Reporter
The reporter field is where we assign clients to a ticket. Accounts have been made for most people affiliated with UConn, pulling from the LDAP database. Currently, however, accounts are not made for UConn alumni. ***WHAT IS WORK AROUND ON THIS?*** Reporters can also later be assigned from the reporter field under the People tab on the right hand side of an existing ticket.
Component/s
Components are the groups within the Service Desk Project which represent ITS departments and their assigned tickets. Select the department which will handle this ticket.
Assignee
The assignee field is how ITS departments internally assign tickets to specific employees. In the Jira workflow, it is expected that all tickets are assigned to a specific technician, and technicians are responsible for the handling of their assigned tickets. Tickets can also 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.
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 technicians, after the ticket has been sent to them via the component field.
Description
The description is where any and all relevant information about a ticket will be put.
Managing Tickets
Tickets are sent to your department via the component field. Once a ticket resides in your department, the ticket should be internally assigned to a specific ITS employee, via the assignee field. Tickets can be viewed both from the queue, as well as from custom made dashboards.
Request Type
The request type field, located under the Service Desk request tab on the right hand side of a ticket, allows you to select from a list of types, which describe the nature of the ticket. 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 buttons under the 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 directed 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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