ITS - Jira Global Issues

Owned by Brian Lassy Jr
Last updated: Nov 05, 2024 by Steven Fletcher
5 min read

ITS staff, student workers, and service managers can create global issues in Jira to be posted to the IT Status page. Specified information in the global issue will be available for public viewing, including the type of issue, impacted service, and a brief message. 

Creating a Global Issue

Creating a Global Issue Ticket in Jira

Global issues are similar to regular issues, with the primary difference being workflow and reporting. A global ticket will be needed when an issue is reported by multiple users affecting the same system or when an issue is identified by ITS staff.

  1. Check the Change Order calendar to confirm that the outage is not related to a change currently in process. If there is a change occurring for that system, then hold off creating the Global Issue until you can confirm with people responsible for the change that there is in fact an issue.

  2. If it is an unplanned outage, notify the team team that manages the app/program. View the ITS Services page and Org Chart to determine the appropriate team.

  3. Create a new issue by selecting the Create icon.

  4. Set Project to ITS Service Desk (ISD).

  5. Set Issue Type to Global Issue.

  6. Write a Summary for the issue.

  7. Set the Assignee to the technician working on it; leave this field blank if the issue is being sent to a team.

  8. Write a description of the issue in the Description field. This field is for our internal use and will not display on the IT Status page.

  9. Add the relevant Component(s) that are working on the issue and must be notified, and assign the GI to Technology Support Center.

  10. Select an option for Incident Type.

    1. Status “No" will not post to the IT Status webpage.

    2. Status "Degraded": Issues that are causing services to be slow or issues that have deteriorated since the initial creation of the issue.

      degraded

    3. Status "Issue Reported": Issues that have been reported, and action is being taken for the issue.

      issue reported

    4. Status "Monitoring": Issues that have been resolved but will not be removed from the IT Status page.

    5. Status "Unavailable": Use to report complete unavailability of a service.

  11.  

    Choose an option from the Service Impacted category. Select the most appropriate service for the current issue or select Other. 

    1. The "Service Impacted (Other)" text field is optional. The IT Status page will use this field only if you selected "Other" in the Service Impacted drop-down.

  12. IT Status Wording will be the message that is posted to the IT Status webpage. Message that should currently be posted: "Technicians are aware of the outage and are working to restore service." The Team Lead may want to modify this wording and will notify us.
    Note: This note will be publicly available to all students, staff, faculty, and visitors, so clear information free of technical jargon is advised.

  13. Select Create.
    Note: A regular workflow will be followed when working on a global issue. Regular updates to Incident Type and IT Status Wording to reflect the current status of the issue.

Additional Information about Global Issues and IT Status

  • To remove the posting, select Resolve on the global ticket. Doing so leaves the posting on IT Status and will provide an exact timestamp. To completely remove the posting from IT Status, select Closed. 

    • The issue will come off the IT Status page at midnight when it is automatically set to Closed.

Updating IT Status field on Global Tickets

What to provide in the IT Status Wording field: 

  • Provide a work around if possible

  • Can use links to KB’s for work around so a wall of text is not presented to users on IT Status 

  • Provide next time an update will be provided 

  • If it makes sense, an update should be done at the end of each day 

    • However, if we are reliant on a vendor then we can say “no eta – will update when vendor does”

  • Can place the more technical details in the Description field for others in ITS to see 

Organization of IT Status Wording: 

  • Most recent comment at top 

  • Leave original visible 

  • Consolidate if appropriate so each entry isn’t so long 

  • Go backwards in time with subsequent updates 

Linking Tickets

You can link subsequent tickets for a global issue to the original ticket in two ways; however, linking is static. When the global is updated, the linked tickets will not update; each ticket must be manually updated.

Link Issue is found under the ticket summary. It is recommended to select the relates to option, and then select the global issue ticket from the Search for issues field.  Click Link to link to the global.

 

Tickets can be searched and linked from this box by typing in the ISD number or summary.

Once the link is completed, a new section will appear on the ticket with the linked issue date and hyperlinks to all linked tickets.

 

In the case of major phishing or other incidents, the following linking procedure is recommended:

  1. Create a new Global Issue (GI) with the IT Status posting field set to No.

    1. Link all new incoming requests to the GI with a relates to link.

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