ITS - JSM Ticket Creation and Actions
- June Miller (Deactivated)
- Will Harris
- Jo-Anne Hogan (Deactivated)
Jira Service Management (JSM) is the ticketing system used by ITS for tracking customer requests. This article provides steps for ticket creation from the agent role, forms, and customer rules.
Log in at uconn.atlassian.net with your NetID credentials. There are two ways to create a ticket in JSM:
Click the Create button in the JSM menu.
Raise a request, which is associated with pre-populated fields and uses forms.
On the top navigation menu, click Projects. Select ITS Service Desk (ISD) from the menu. If it is not listed, select the menu option to View All Projects and find ITS Service Desk (ISD) in the list.
Creating a Ticket
To create a new ticket, click Create on the top navigation menu. A new issue form will display.
If the customer's NetID is inactive (including students), make sure to get their non-UConn email address during your chat or call.
In Jira, click Projects > IT Service Desk from the main menu at the top of your dashboard view.
Click Customers from the left-hand side; if you do not see any items to select, select the double >> to expand the sidebar (at the bottom left).Click Add customers from the upper right.
Add the email(s) of the customer(s) you wish to add to JSM and save. Going forward, the email will have been saved in JSM and you can enter it when creating the ticket. It will populate just as with the email of a customer with an active NetID.
Complete the following fields:
Project: Carries over from the project selected on the dashboard.
Issue Type: Service Request (default).
Summary: Brief outline of the request or issue.
Reporter: The person initiating the ticket (customer or agent).
Assignee: Click Assign to me if you are the assignee; leave as Automatic if assigning to another team.
Component: The ITS area responsible for the issue.
Description: Detailed description of the issue or request reported. You can select visual (rich text format which supports images) or text.
Customer Provided Information: Not required.
Click Create.
If the form is missing any necessary fields, reveal them by clicking Configure Fields > Show Fields: ALL option at the top right corner of the form.
Viewing and Editing a Ticket
There are several options for viewing tickets.
Click Dashboards from the top menu.
Click Issues from the top menu.
Click Projects and select your Project if needed.
A newly-created ticket has these menu items for ticket workflow.
Once you have selected a ticket, you can perform the following actions with it:
Edit: Brings up the entire ticket in a new window for edit purposes. Make sure you have pop-ups enabled in your browser.
Comment: Enter additional comments or click the canned responses icon to choose a predetermined response. Requests confirmation.
Assign: Allows assignment to an individual, not team. Requests confirmation.
More: Provides additional descriptive ticket options (Log Work, Attach Files, Voters, Watch Issue, Watchers, Create Linked Issue, Move, Link, Clone, Labels, Delete).
Respond to Customer: Allows the creation of a response to the customer, including canned responses. Requests confirmation.
In Progress: Changes status to In Progress with the creation of a Comment to Respond to Customer (email) or add an internal comment.
Workflow:
Assign to Team: Assign ticket to another team. You must select the team under Component/s.
Resolve this Issue: Brings up a box to allow for a Resolution status (dropdown), Linked Issues (if applicable), and Issue (to link to if appropriate), as well as Comments to Respond to Customer (email) or add an internal comment.
Cancel this Request: Brings up a box to allow for a Resolution status (dropdown), Linked Issues (if applicable), and Issue (to link to if appropriate), as well as Comments to Respond to Customer (email) or add an internal comment.
Schedule Support: Select date and time if needed.
Raising a Request
You can raise a request (create a ticket/report an issue) by submitting a form. A sample form for “Voicemail pin reset” follows. Filling in all fields is mandatory for the form(s) to submit properly.
If “Raising a Request” does not show on the left, on the Jira Dashboard page, select Projects from the menu items, and then select ITS Service Desk (ISD).
If the reporter has a non-UConn email (applicants, University-affiliated employees, alumni, etc.) or does not populate when entering their NetID or name to the Raise this request on behalf of (reporter) field, click the field to enter their non-UConn email. When you have completed typing in the address, you will receive a prompt to Add new customer (showing the email address). Click the address to add it to the JSM database.
The following is the customer's view. Options by category are:
A sample form:
The form email sent to the customer:
Adding Additional Emails using “Share” or “Request Participants (CC)”
Additional individuals can be added using the ticket CC function if they have a UConn email address.
If the email address to be added is a non-UConn address, after the ticket has been saved, click Customers from the left-hand column.
Expand if not visible by clicking the >> near the bottom of the column.
Select Add Customers from the upper right of the new page, and then enter the non-UConn email of the individual.
Go back to the ticket, where you can then type or paste the newly-saved email into the Requester field, where it will now be accepted.
Do not add a UConn email address, even if the user is not in Jira. This causes duplication errors within Jira that must be corrected by those that manage Jira.
You can also add non-UConn email addresses to the ticket after saving it.
Click View customer request.
Select Share.
Enter the non-UConn address and save. The address will be added to Jira for current and future use.
Moving a Ticket to Another Project
A ticket may be created in a Jira project that needs to be assigned to another project, such as from ITS TSC to CLAS IT.
Open the ticket you want to move to another project. Select More from the open ticket's menu items.
Select Move. The 4 actions to moving a ticket to another project appear on the left; these become bolded as each action has been completed.
The Select Project and Issue Type window opens. Select New Project and New Issue Type. Click Next.
The Select New Status screen appears. Make changes as needed. Click Next.
The Update Fields screen appears. Make changes as needed. Click Next.
The Confirmation screen appears. Review all changes as shown in the progress items. Click Move to move the ticket to the other project or Cancel to leave the ticket in its current project.