Jira Service Management

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Customers who are not IT staff should use the <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/create/1\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Get IT Help</a> form instead.","callToAction":"New Ticket","introHtml":"New Ticket form for IT staff use only","icon":10511,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10511","groups":[22],"key":""},{"id":"237","name":"Cancel Teams Voice for an Employee, or Update Budget Codes","descriptionHtml":"","callToAction":"Cancel Teams Voice for an Employee, or Update Budget Codes","introHtml":"Use this form to cancel Teams Voice for an employee, or to update the budget code for voice billing.","icon":10466,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10466","groups":[60],"key":""},{"id":"236","name":"Change the office phone number listed for me","descriptionHtml":"","callToAction":"Change the office phone number listed for me","introHtml":"","icon":10466,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10466","groups":[60],"key":""},{"id":"46","name":"Report a Printer Jam","descriptionHtml":"Thank you for reporting the paper jam. We will look into it as soon as possible!","callToAction":"Report a Printer Jam","introHtml":"","icon":10522,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[36,16],"key":""},{"id":"47","name":"Report a Printer Problem","descriptionHtml":"","callToAction":"Report a Printer Problem","introHtml":"","icon":10522,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[36,16],"key":""},{"id":"15","name":"Upgrade or change a server","descriptionHtml":"","callToAction":"Upgrade or change a server","introHtml":"For example, upgrade the VPN server.","icon":10510,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10510","groups":[],"key":""},{"id":"53","name":"Staff Use Only: Provided assistance to alum or former employee","descriptionHtml":"This is a staff use only template for the purpose of logging assistance for alumni or former employees. If you are an alumni or former employee, please use the \"Get Help\" request. ","callToAction":"Staff Use Only: Provided assistance to alum or former employee","introHtml":"Staff use only template for providing assistance (e.g., PIN reset) to alumni and former employees.","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10508","groups":[22],"key":""},{"id":"49","name":"Report a Phishing Scam","descriptionHtml":"","callToAction":"Report a Phishing Scam","introHtml":"Report a suspicious email message you received.","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10508","groups":[13,17],"key":""},{"id":"48","name":"Request Paper or Toner","descriptionHtml":"ATUS provides paper and toner to a limited number of sites (mostly general computing labs). Departments order paper and toner for their own printers.","callToAction":"Request Paper or Toner","introHtml":"For printers in ATUS Computer Labs","icon":10522,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[36,16],"key":""},{"id":"7","name":"Onboard new employees","descriptionHtml":"","callToAction":"Onboard new employees","introHtml":"Request access for new employees.","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10499","groups":[],"key":""},{"id":"16","name":"Upgrade or change a managed system","descriptionHtml":"","callToAction":"Upgrade or change a managed system","introHtml":"For example, upgrade Jira.","icon":10503,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10503","groups":[],"key":""},{"id":"127","name":"Change Request","descriptionHtml":"","callToAction":"Change Request","introHtml":"System changes, maintenance, or upgrades","icon":10472,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10472","groups":[22,48],"key":""},{"id":"43","name":"Request a new shared mailbox","descriptionHtml":"","callToAction":"Request a new shared mailbox","introHtml":"Request a new shared mailbox with a unique email address for your department or workgroup","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10492","groups":[1,13],"key":""},{"id":"1","name":"Get IT help","descriptionHtml":"If you are not signed in, please enter your username@wwu.edu in the field labeled \"Email confirmation to.\" If you are not able to access your WWU email, use an external email address.","callToAction":"Get IT help","introHtml":"Get assistance for general IT problems and questions.","icon":10491,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491","groups":[1],"key":""},{"id":"41","name":"General Information Request","descriptionHtml":"Please select the component (Service Category) and assign to yourself.","callToAction":"General Information Request","introHtml":"Use this like a quick-ticket template whenever you answer a question for a customer. Please select the appropriate component (service category).","icon":10491,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491","groups":[],"key":""},{"id":"6","name":"Request a new account","descriptionHtml":"","callToAction":"Request a new account","introHtml":"Request a new account for a system.","icon":10494,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10494","groups":[],"key":""},{"id":"8","name":"Desktop/Laptop support","descriptionHtml":"","callToAction":"Desktop/Laptop support","introHtml":"If you are having computer problems, let us know here.","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10470","groups":[],"key":""},{"id":"11","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"For example, a new mouse or monitor.","icon":10475,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10475","groups":[],"key":""},{"id":"13","name":"New mobile device","descriptionHtml":"","callToAction":"New mobile device","introHtml":"Need a mobile phone or time for replacement? Let us know.","icon":10471,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10471","groups":[],"key":""},{"id":"10","name":"Request new software","descriptionHtml":"","callToAction":"Request new software","introHtml":"If you need a software license, raise a request here.","icon":10479,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10479","groups":[],"key":""},{"id":"5","name":"Request admin access","descriptionHtml":"","callToAction":"Request admin access","introHtml":"For example, if you need to administer Jira.","icon":10504,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10504","groups":[],"key":""},{"id":"9","name":"Set up a phone line redirect","descriptionHtml":"","callToAction":"Set up a phone line redirect","introHtml":"Request a redirect of our phone systems for a specific date and time.","icon":10477,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10477","groups":[],"key":""},{"id":"50","name":"Report Malware or a Virus","descriptionHtml":"If you think your computer may have a virus, please shut it down and contact us via telephone or from another computer.","callToAction":"Report Malware or a Virus","introHtml":"","icon":10476,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10476","groups":[17,19],"key":""},{"id":"44","name":"Update an Email Distribution List","descriptionHtml":"","callToAction":"Update an Email Distribution List","introHtml":"Request changes to an email distribution list.","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10492","groups":[13],"key":""},{"id":"54","name":"General Information Provided - Staff Use Only","descriptionHtml":"This is a staff use only template for the purpose of logging requests for general information. Please select the reporter and component. ","callToAction":"General Information Provided - Staff Use Only","introHtml":"Staff use only template to log general information inquiries.","icon":10458,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10458","groups":[22],"key":""},{"id":"55","name":"Request a Restricted Network Folder","descriptionHtml":"This form is for requesting new restricted folders. These are typically folders found under P:\\DepartmentName\\Restricted\\FolderName\\","callToAction":"Request a Restricted Network Folder","introHtml":"Request a secure restricted folder on the P: Drive","icon":10506,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10506","groups":[18],"key":""},{"id":"56","name":"Admin Apps ","descriptionHtml":"","callToAction":"Admin Apps ","introHtml":"Staff use only template to log admin app support.","icon":10475,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10475","groups":[22],"key":""},{"id":"214","name":"Add or Remove People from a Call Queue","descriptionHtml":"","callToAction":"Add or Remove People from a Call Queue","introHtml":"","icon":10466,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10466","groups":[1,60],"key":""},{"id":"61","name":"New Task for Staff Use Only","descriptionHtml":"This is a staff use only template for creating a new task or idea. ","callToAction":"New Task for Staff Use Only","introHtml":"This creates a task that is not associated with a customer request.This could be for anything we need to get done, or even a new idea that you want to implement.","icon":10498,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10498","groups":[22],"key":""},{"id":"58","name":"Staff Use Only: Password Assistance","descriptionHtml":"","callToAction":"Staff Use Only: Password Assistance","introHtml":"Staff use only template for providing assistance with a password or login issue.","icon":10505,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10505","groups":[22],"key":""},{"id":"59","name":"Request access to a shared mailbox","descriptionHtml":"","callToAction":"Request access to a shared mailbox","introHtml":"Request access to a shared mailbox used by a department or workgroup","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10492","groups":[1,13],"key":""},{"id":"4","name":"Request VPN Access","descriptionHtml":"This request form is for standard VPN only. If you need VPN access to Banner, NolijWeb, or AiM please complete the <a href=\"https://esign.wwu.edu/admcs/process/forms/ADMCS/remote_admin_access_req3.aspx\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">VPN Access Esign form</a>","callToAction":"Request VPN Access","introHtml":"Access secure WWU resources remotely, or from campus WiFi","icon":10506,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10506","groups":[1,3,18,21],"key":""},{"id":"71","name":"QuickTicket for Staff Use Only","descriptionHtml":"This is a staff use only template for the purpose of logging support already provided. Please select the reporter and component. ","callToAction":"QuickTicket for Staff Use Only","introHtml":"Quickly enter a resolved ticket to log support already provided","icon":10489,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10489","groups":[22],"key":""},{"id":"60","name":"Request Access to a Network Folder","descriptionHtml":"Please provide the folder path and the name of the individual who needs access.","callToAction":"Request Access to a Network Folder","introHtml":"Request access to a network folder (i.e., P: Drive) for yourself or for an employee","icon":10478,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10478","groups":[1,3,18],"key":""},{"id":"72","name":"Get connected to a printer","descriptionHtml":"","callToAction":"Get connected to a printer","introHtml":"For university owned printers","icon":10522,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[16],"key":""},{"id":"3","name":"Request guest accounts for WiFi and campus computers","descriptionHtml":"Guest accounts allow a visitor to sign into a university owned computer in a computer lab, classroom, or office. If they only need WiFi access, visitors can connect their devices to <a href=\"https://atus.wwu.edu/kb/wwu-public-wifi-network\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">WWUwireless-Guest</a>","callToAction":"Request guest accounts for WiFi and campus computers","introHtml":"Raise a request to ask for temporary guest computer accounts.","icon":10474,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10474","groups":[1,3,21],"key":""},{"id":"125","name":"Report a system problem","descriptionHtml":"If a system or service is not working properly we will make it our highest priority.","callToAction":"Report a system problem","introHtml":"Report a system that is unavailable or is not functioning properly","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10508","groups":[18],"key":""},{"id":"124","name":"Report a problem with a computer, display, or peripheral","descriptionHtml":"Please describe the problem, and also provide the device's building and room number.","callToAction":"Report a problem with a computer, display, or peripheral","introHtml":"This request is for university-owned computers and peripherals.","icon":10458,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10458","groups":[19],"key":""},{"id":"128","name":"Lab Computer is Off","descriptionHtml":"","callToAction":"Lab Computer is Off","introHtml":"Computers that are unplugged, powered off, or need a restart.","icon":10458,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10458","groups":[22],"key":""},{"id":"52","name":"WiFi Configuration Template for Staff Use Only","descriptionHtml":"This QuickTicket Template is for staff use only. It is not a customer request.","callToAction":"WiFi Configuration Template for Staff Use Only","introHtml":"Staff template for the purpose of logging wireless configurations","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10508","groups":[],"key":""},{"id":"171","name":"Request a Video Conference Moderator","descriptionHtml":"","callToAction":"Request a Video Conference Moderator","introHtml":"Schedule a Video Conferencing Assistant for your online meeting.","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10499","groups":[1,14,49],"key":""},{"id":"51","name":"Request a U: Drive","descriptionHtml":"The U: Drive has been replaced by OneDrive for Office 365, but some classes still require U: Drives for myWeb or ArcGIS. This form should be completed by the instructor.","callToAction":"Request a U: Drive","introHtml":"For students who need a U: Drive for a class.","icon":10478,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10478","groups":[1,3,18],"key":""},{"id":"168","name":"Compromised Account","descriptionHtml":"","callToAction":"Compromised Account","introHtml":"Staff use only - report a compromised account.","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10508","groups":[22],"key":""},{"id":"169","name":"Email Alternate Contact Address","descriptionHtml":"Enter the alternate email address into the Reporter field.","callToAction":"Email Alternate Contact Address","introHtml":"Create a new linked issue that will generate a customer portal account for an email address not already in Jira.","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10492","groups":[22],"key":""},{"id":"170","name":"Request Cloud Asset","descriptionHtml":"Hey, what would you like?","callToAction":"Request Cloud Asset","introHtml":"Request a Container, VM or other service","icon":10525,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10525","groups":[48],"key":""},{"id":"178","name":"Quiz Conversion from Word to Canvas","descriptionHtml":"Please review the information and guidelines on the following web page before submitting a quiz for conversion. <a href=\"https://atus.wwu.edu/learning-systems-ciia/quiz-conversion-word-canvas\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Quiz Conversion from Word into Canvas</a>","callToAction":"Quiz Conversion from Word to Canvas","introHtml":"As a service to faculty during the current COVID-19 health emergency, ATUS and OCE are offering limited assistance with conversion of text-based assessments to online, Canvas-based assessments using the Respondus 4.0 quiz management tool.","icon":10473,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10473","groups":[14],"key":""},{"id":"176","name":"Microsoft Teams Support","descriptionHtml":"We will get back to you as soon as we can. In the meantime, <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/topic/4f24c64f-363c-42c7-8520-cea8963fbdb2\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">please browse our helpful online articles about Microsoft Teams. </a>","callToAction":"Microsoft Teams Support","introHtml":"Microsoft Teams Video Conferencing, Group Chat, and Collaboration","icon":10527,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10527","groups":[1,20,14,18,49],"key":""},{"id":"173","name":"Video Conference Support","descriptionHtml":"","callToAction":"Video Conference Support","introHtml":"Schedule support for an upcoming video conference.","icon":10526,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10526","groups":[],"key":""},{"id":"172","name":"Borrow a Laptop","descriptionHtml":"","callToAction":"Borrow a Laptop","introHtml":"Borrow a laptop from ATUS","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10470","groups":[1,36],"key":""},{"id":"137","name":"Bugs & Questions","descriptionHtml":"","callToAction":"Bugs & Questions","introHtml":"Web technology assistance for Western","icon":10476,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10476","groups":[],"key":""},{"id":"138","name":"Request a Site","descriptionHtml":"","callToAction":"Request a Site","introHtml":"Request a new personal, group, or department website","icon":10487,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10487","groups":[],"key":""},{"id":"139","name":"Add Editors to Site","descriptionHtml":"For CampusWeb sites, this is your only way to add or remove editing permissions. | For Drupal and WordPress, the preferred method is to talk to the system owner and they can add you. | For other custom systems, please add a note in the More Information area defining your system and the type of permissions you want.","callToAction":"Add Editors to Site","introHtml":"Add editors to an existing sites","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10499","groups":[],"key":""},{"id":"174","name":"Screencast-O-Matic Support","descriptionHtml":"","callToAction":"Screencast-O-Matic Support","introHtml":"Request assistance for Screencast-O-Matic","icon":10467,"iconUrl":"https://wwuhelp.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10467","groups":[14,49],"key":""},{"id":"175","name":"Zoom Support","descriptionHtml":"We will get back to you as soon as we can. 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