Thank you for participating in the Jira Service Desk pilot. As of 8/16/18 we will begin a new phase of testing with Desktop Support.
- For now, try to duplicate some of the tickets you enter into KACE in Jira . (preferably 6-12 per week)
- The Help Desk will assign Jira Service Desk tickets to Desktop Support and reference a corresponding KACE ticket ID that will also be assigned to Desktop Support in KACE.
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Use the documentation listed at the bottom of this page to get started. I will try to update the screenshots and other documentation. I may also break up the longer articles to make it a bit easier to read. Please submit your feedback/suggestions or questions to Sean . via email, Slack, Jira, in-person... whatever channel you prefer. There are already related posts under the atus_desktop_helpdesk Slack channel as well.
Create Tickets
- Go to the Help Desk Project (see the document for Navigating Jira from the list below)
- Use the "Raise a Request" option, or the "Get Help" shortcut and change the Reporter to Employee
- Enter a summary of the issue
- Copy/Paste the actual employee's name and contact info from WAM into the Description field, along with the corresponding KACE ticket number.
- Select one or more components. We are trying to keep the component list shorter than it was in KACE, so think General. We can add more components if we need to. There are also other options for categorizing tickets we can discuss where there is a need. We can link those options to specific request types (hardware repair, for example).
- Assign the ticket to your group
- Assign it to yourself if you will be responsible for it.
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- You can add existing labels to KB articles, and I think you can create new labels.
- KB articles are visible to anyone who has the link to our Help Desk space, but you can restrict permissions if you want to write an article visible only to ITS staff.
- We can create additional spaces for internal use only.
Explore Integrations on the Atlassian Marketplace
Just be sure to filter by "Cloud" because many integrations are available only for Server or Cloud instances of Jira Service Desk. If an integration you are interested in is only available for Server at this time, you might contact the developer to see if they have plans to make it available for the Cloud.
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| Your feedback is valuable! We still have many decisions to make about how we configure Jira. I will schedule a Q&A session or two for the next couple of weeks. Please submit your feedback/suggestions or questions to Sean via email, Slack, Jira, in-person... whatever channel you prefer. There are already related posts under the atus_desktop_helpdesk Slack channel as well. |
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