Jira Service Management

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report a compromised account.","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[22],"key":""},{"id":"267","name":"Dorm Connectivity, Lab or Media Lounge Issue","descriptionHtml":"","callToAction":"Dorm Connectivity, Lab or Media Lounge Issue","introHtml":"Use this form to request assistance from ResTek.","icon":10511,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[69],"key":""},{"id":"241","name":"EAS Service Request","descriptionHtml":"","callToAction":"EAS Service Request","introHtml":"","icon":10566,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10566","groups":[22],"key":""},{"id":"246","name":"EIS Service Request","descriptionHtml":"Please fill out the below fields to create a service ticket for EAS.","callToAction":"EIS Service Request","introHtml":"Networking, Cloud & Identity Services","icon":10503,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10503","groups":[48],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[22],"key":""},{"id":"257","name":"Equipment Loan Request","descriptionHtml":"","callToAction":"Equipment Loan Request","introHtml":"An equipment loan request from Classroom Services","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[22],"key":""},{"id":"269","name":"FDO - Access Control","descriptionHtml":"","callToAction":"FDO - Access Control","introHtml":"Use this form to report issues with Lenel OnGuard or Keywin.","icon":10506,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10506","groups":[67],"key":""},{"id":"250","name":"FDO - AiM/GO Help Request","descriptionHtml":"","callToAction":"FDO - AiM/GO Help Request","introHtml":"Use this form to report issues with AiM and GO apps.","icon":10578,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10578","groups":[67],"key":""},{"id":"264","name":"FDO - Computer Setup","descriptionHtml":"","callToAction":"FDO - Computer Setup","introHtml":"This ticket is for setting up laptops and PCs with a checklist.","icon":10560,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10560","groups":[67],"key":""},{"id":"252","name":"FDO - Desktop/Laptop Support","descriptionHtml":"","callToAction":"FDO - Desktop/Laptop Support","introHtml":"If you are having computer problems, let us know here.","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[67],"key":""},{"id":"256","name":"FDO - Drafting Request","descriptionHtml":"Please include as much information as possible when submitting your request. We will reach out to you for further information as required.","callToAction":"FDO - Drafting Request","introHtml":"Use this form to request changes to the campus map, utility maps, or campus floor plans.","icon":10477,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[67],"key":""},{"id":"248","name":"FDO - e-Builder Help Request","descriptionHtml":"Use this ticket to report an issue with the e-Builder system. Describe in as much detail as you can what you are experiencing in the Description field.","callToAction":"FDO - e-Builder Help Request","introHtml":"Use this form to report issues with e-Builder.","icon":10576,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10576","groups":[67],"key":""},{"id":"253","name":"FDO - iPad/iPod Support","descriptionHtml":"","callToAction":"FDO - iPad/iPod Support","introHtml":"If you are having problems with your iPad or iPod, let us know here.","icon":10471,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10471","groups":[67],"key":""},{"id":"255","name":"FDO - IT Staff Use Ticket","descriptionHtml":"This is a quick ticket for FDO IT staff use. Customers who are not FDO IT staff should use the appropriate <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/group/67\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">FDO request form</a> instead. This form is set to auto-close. Use this form for tracking already solved requests.","callToAction":"FDO - IT Staff Use Ticket","introHtml":"New Ticket form for FDO IT staff use only","icon":10472,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[67],"key":""},{"id":"265","name":"FDO - ReADY Help Request","descriptionHtml":"","callToAction":"FDO - ReADY Help Request","introHtml":"Use this form to report issues with ReADY.","icon":10592,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[67],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10458","groups":[22],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10522","groups":[16],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[1],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10458","groups":[22],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[1,14,49],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[22],"key":""},{"id":"62","name":"New Ticket","descriptionHtml":"This is a standard new ticket form for IT staff use. 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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[22],"key":""},{"id":"286","name":"OnBase Consultation Inquiry","descriptionHtml":"This form is used to schedule a consultation meeting with Western OnBase administrators. For more information on OnBase, please visit <a href=\"https://eas.wwu.edu/onbase\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Western's OnBase resource site</a>.","callToAction":"OnBase Consultation Inquiry","introHtml":"Schedule a meeting with OnBase administrators.","icon":10511,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[1],"key":""},{"id":"260","name":"OnBase Request","descriptionHtml":"Please select a request nature and add a description of your problem.","callToAction":"OnBase Request","introHtml":"Get assistance for general OnBase questions and problems.","icon":10566,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10566","groups":[1],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10489","groups":[22],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10473","groups":[14],"key":""},{"id":"219","name":"Report a Data Security Breach","descriptionHtml":"","callToAction":"Report a Data Security Breach","introHtml":"","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[17],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[13,17],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10522","groups":[36,16],"key":""},{"id":"126","name":"Report a problem with a lab or classroom computer","descriptionHtml":"If you need immediate assistance while teaching a class, please call 360-650-3300.","callToAction":"Report a problem with a lab or classroom computer","introHtml":"Report a problem with a lab or classroom computer, including audio/video issues.","icon":10467,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10467","groups":[36],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10476","groups":[17],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[1,13],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[1,14,49],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10478","groups":[1,3],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[1,13],"key":""},{"id":"3","name":"Request guest accounts for 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 campus computers","introHtml":"Raise a request to ask for temporary guest computer accounts.","icon":10474,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10474","groups":[1,3,21],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10522","groups":[36,16],"key":""},{"id":"4","name":"Request VPN Access","descriptionHtml":"This form is for requesting access to campus resources remotely. If you are unsure if you need access to the VPN please review the <a href=\"https://atus.wwu.edu/kb/do-you-need-vpn\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Do you need a VPN?</a> knowledgebase article.","callToAction":"Request VPN Access","introHtml":"Access secure WWU resources remotely, or from campus WiFi","icon":10506,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10506","groups":[1,3,21],"key":""},{"id":"218","name":"Schedule a Webinar","descriptionHtml":"","callToAction":"Schedule a Webinar","introHtml":"Any WWU faculty, staff, or student can host online meetings for up to 300 attendees using Teams or Zoom. If you need support for more than 300 attendees, use this form to request a Webinar event.","icon":10480,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10480","groups":[49],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10467","groups":[14,49],"key":""},{"id":"245","name":"Software Request","descriptionHtml":"If you do not see the software you would like to use on our Available Software List, please fill out the Software Request form below.","callToAction":"Software Request","introHtml":"New software rquest","icon":10541,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10505","groups":[22],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[22],"key":""},{"id":"259","name":"Teams Voice/Phone Request(New, Change, Report technical issue)","descriptionHtml":"Please submit this form for Teams assistance including but not limited to:\nNew Teams/Phone related request - New employees, physical phones, phone queues, etc.\nModifying call queues - greetings, converting, changing settings, converting to new method, add or remove agents (including student licensing for Teams Voice)\nEmployee changes - change or correct employee details(department, location, phone, budget code), remove employees, access to Rightfax\nDepartmental or budget changes\nReporting any technical issues - Teams or phone related problems","callToAction":"Teams Voice/Phone Request(New, Change, Report technical issue)","introHtml":"Please submit this form for Teams assistance including but not limited to:\nNew Teams/Phone related request - New employees, physical phones, phone queues, etc.\nModifying call queues - greetings, converting, changing settings, converting to new method, add or remove agents (including student licensing for Teams Voice)\nEmployee changes - change or correct employee details(department, location, phone, budget code), remove employees, access to Rightfax\nDepartmental or budget changes\nReporting any technical issues - Teams or phone related problems","icon":10547,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[1,60],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[13],"key":""},{"id":"244","name":"Update MFA Authentication Methods","descriptionHtml":"If you still have access to your account, you may review our MFA documentation on how to add a method yourself. <a href=\"https://atus.wwu.edu/kb/multifactor-authentication-mfa-wwu-universal-accounts\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://atus.wwu.edu/kb/multifactor-authentication-mfa-wwu-universal-accounts</a>\nIf you do not have access to your account, please fill out the following form and our team will assist in getting you back into your account. Please provide us your W#, the method you wish to update (new phone number if applicable), and a method to reach back out to you to verify your identity.","callToAction":"Update MFA Authentication Methods","introHtml":"Update or change authentication methods request for MFA.","icon":10566,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10566","groups":[3],"key":""},{"id":"175","name":"Zoom 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 Video Conferencing. </a>","callToAction":"Zoom Support","introHtml":"Zoom Video Conferencing","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[1,14,49],"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/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[],"key":""},{"id":"177","name":"Borrow Equipment","descriptionHtml":"If you need a laptop, please use our <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/group/1/create/172\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Laptop Request Form</a> instead.","callToAction":"Borrow Equipment","introHtml":"Borrow equipment from ATUS","icon":10496,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10496","groups":[],"key":""},{"id":"137","name":"Bugs & Questions","descriptionHtml":"","callToAction":"Bugs & Questions","introHtml":"Web technology assistance for Western","icon":10476,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10476","groups":[],"key":""},{"id":"214","name":"DEPRECATED - Add or Remove People from a Call Queue","descriptionHtml":"This form has been deprecated. 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