ITS - JSM Workflow for ITS Technology Support Center

This article describes the commonly-needed workflow for Jira Service Management (JSM). This information pertains to those employed with ITS Tech Support Center.

Creating a Ticket on Behalf of a Customer

You can raise a request on behalf of someone else.

1. Select Projects > ITS Service Desk (ISD) to make the Raise a request option available. 

2. Choose the appropriate template (e.g., Q Drive Access). 

   1. Fields may vary based on the selected template.

3. Change the name from yours to the end user’s name or caller’s name; type in the email address or the name to locate the user. Customer information should pop up for you to choose if it is an active NetID. 

   1. If the person is not active, type in their email address and you will see a choice to Create. Please add their NetID (if they have one) to the Customer Provided Information field. 

   2. If the customer is active and is emailing from a non-@uconn.edu email address, enter their email address in the Reporter field and you will see a choice to Create. Once you have created the ticket, please add their NetID (if they have one) to the Customer Provided Information field.

4. As you are gathering the appropriate information noted at the top of the description box, type it in the box. This field should only include the request/issue information. Once the ticket is created, you will be able to add further comments to the customer (resolved, etc.).

5. In the remaining fields, enter the required information

6. Enter the phone number of the requester.

7. Click Create.

8. A new screen will come up. Click on your ticket number at the lower left side of the screen to open the ticket.

Canceling a Ticket

You may not need a ticket after creating it. 

1. From the new screen that appears after creating a ticket, select Cancel Request on the right-hand side. 

2. You will receive an option to add a comment, with buttons to cancel the request or cancel the operation.

Resolving a Ticket During a Customer Call

If you have resolved the issue while working with the customer, you can immediately resolve the ticket.

1. Select Resolve This Issue on the right-hand side of this ticket view. 

2. Add comments as appropriate.

3. Click Resolve this issue. 

Submission Tickets (Not Assigned to an Individual)

1. Click on the ticket number to open it

2. Assign the ticket to yourself immediately by clicking on the Assignee field (right side) and choosing your name. This advises other agents that someone is working on the ticket.

3. Review the ticket and determine the next action to be taken.

4. If further information is required from the customer, choose Respond to customer (drop-down on the left side).

   1. There are canned responses available in the KB for use in the comment box, see Jira Canned Responses. Choose the appropriate response and copy it to the comment box (Respond to customer tab). Sign off on your comment with “Regards” and your name.

5. Click Respond to Customer. 

6. If Internal comment is chosen, an email will NOT be sent to the customer.

7. Remove your name as Assignee. The ticket status will change to Waiting for Customer.

8. Click on your Dashboard to view the Technology Support Center’s queue.

Waiting for Support

The tickets that are Waiting for Support are those that the customer has responded to and need to be worked on. 

Assigning Tickets to QA

1. Complete the ticket as you normally would.

2. Add label: TSCQA (start typing TSC and it will pop up).

3. Choose In Progress as the status.

4. In the Comment box, enter your intentions such as proposed status, email sent, email's content, the component(s) assigned, etc.

5. Choose Internal comment.

6. Click In progress.

Advanced, Lead, or FTE QA on Ticket

1. Click on a ticket number to open a ticket.

2. Assign the ticket to yourself immediately by clicking Unassigned (right side) and choosing your name. This shows other agents that someone is working on the ticket 

3. Review the ticket, determining if the agent has completed the ticket properly and that the right course of action is recommended.

4. Complete any action as recommended such as Status, Respond to Customer, Resolve, Assign to Team.

5. Remove the label TSCQA.

6. Delete yourself as Assignee.

7. Copy any comments to the customer.

8. Close the box by clicking on the status (Status, Respond to Customer, Resolve, Assign to Team).

Ticket Escalation

1. When escalating to another team/component, use Assign to Team (status = Assign to Team).

2. Choose the appropriate component, removing Technology Support Center.

3. Scroll down to the Comments box.

   1. From the Jira Canned Response kb article, choose the Canned Response: TSC – Assign to Team.

   2. Sign off on the comment.

   3. Click Assign to Team.

Global Issues

1. Click Create.

2. Issue Type: Click the drop-down and choose Global Issue.

3. Summary: Enter a brief summary of the issue.

4. Description: Enter the full description of the issue.

5. Choose the appropriate Components (including Technology Support Center).

6. Incident Type: Choose the appropriate type.

7. Service(s) Impacted: Choose the Appropriate service. If the service is not listed, choose Other and enter the service in the Service Impacted (Other) field.

8. IT Status Wording: Enter the text that will appear on the IT Status page.

9. Assignee: Leave blank.

10. Click Create.

Comments

You have a choice of Add internal note or Reply to customer. If a comment made was an internal comment, you will see INTERNAL to the right of the comment. If you do not see INTERNAL, then an email was sent to the customer.

If you would like to edit an internal comment, you must be on the Comments view (not the All view), click on Edit and edit as needed, and then click Save.

Working with Tawk.to Chat

Copy the information from the Tawk.to chat to a new ticket, making sure to obtain all the appropriate information.  

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