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I will invite you to the Jira Service Desk project, so watch your email for the invitation. If you don't receive it by Noon todayand you know I have sent it, check your Junk Mail filter.
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Our Jira Service Desk site is https://wwuhelp.atlassian.net You will not see the additional articles on navigating Jira, creating tickets, and working with tickets listed at the bottom of this page until you actually sign in to Jira (those articles are restricted). |
We do not yet have SSO configured, so create a password for yourself.
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- Go to the Help Desk Project (see the document for Navigating Jira from the list below)
- Use the "Raise a RequestNEW TICKET" option, or the "Get Help ISSUE TEMPLATES" 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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