Ticket Management - College of the Environment (CENV)
- Scott Gallagher
- Carson Henrich
Table of Contents
Overview
This document outlines the procedures for submitting, managing, and tracking IT support tickets using Jira Service Management within the College of the Environment (CENV).
Article Owner: Scott Gallagher
Purpose
This page explains how to submit, manage, and track IT support tickets using Jira Service Management for the College of the Environment. It’s designed to be clear and accessible for students, faculty, and staff.
Audience
CENV IT Agents and Student Workers within the College of the Environment
Information
When Do I Create a Ticket?
Create a ticket any time you do something or are asked to do something. This includes troubleshooting, requests, tasks, and even minor tasks involving personal devices used for university purposes.
How to Submit a Ticket
On your Dashboard, click the Create button at the top of the screen.
Select CENV from the Project dropdown menu
Select Service Request from issue type dropdown menu
Required Fields
Field | Description |
|---|---|
Project |
|
Issue Type |
|
Summary (Subject) | Short, descriptive title |
Description | Include original user request, issue summary, actions taken, next steps |
Assignee | Current Agent assigned to Request |
Reporter | Reporter of the Request |
Consolidated Categories | Select from CENV Ticket Taxonomy |
Urgency | How quickly resolution is needed |
Impact | Who or what is affected |
Priority | Calculated from Urgency and Impact |
CENV Department | ESCI, ENVS, UEPP, etc. |
Building | AH, ES, ISB |
Room Number | Numeric Value of Related Room |
Assigned to Group | Appropriate support team |
Ticket Types: Service Request vs. Incident
Explains the difference between common types of tickets to help users choose correctly:
Service Request: Used for everyday tasks or new setup requests (like installing software, helping someone log in, or configuring a new device).
Incident: Used for unexpected issues or interruptions (such as the internet not working, printers offline, or systems being down).
Incident Management processes are not currently formalized. Outages or escalations will be managed directly by the IT Manager.
Using the Ticket Taxonomy
The Ticket Taxonomy helps categorize tickets properly. Choosing the correct category ensures the right team addresses the issue quickly and accurately.
Select a Consolidated Category to accurately classify tickets. Use the CENV Ticket Taxonomy.
Priority: How it Works
Priority helps IT decide which issues to resolve first. It is automatically calculated based on how serious (Impact) and how quickly resolution is needed (Urgency).
Impact:
High: Entire lab/classroom/department
Medium: Group of users or important system
Low: Single user/minor inconvenience
Urgency:
High: Immediate attention
Medium: Within a few days
Low: Not urgent
Priority Matrix
Impact \ Urgency | Low | Medium | High |
Low | Low | Medium | Medium |
Medium | Medium | Medium | High |
High | Medium | High | Critical |
More details:
Ticket Statuses
Statuses clearly show the current stage of a ticket, helping everyone understand its progress.
Status | Meaning |
Open | Awaiting assignment |
To Do | Acknowledged, not started |
In Progress | Currently working |
Waiting for Customer | Awaiting user's response |
Waiting for Support | Awaiting other team |
Pending | Temporarily on hold |
Escalated | Sent to IT Manager/higher-level support |
Done | Completed, awaiting confirmation |
Completed | Verified complete |
Canceled | Duplicate or no longer needed |
Ticket Notes and Communication
Clear communication is essential in resolving tickets quickly. This section outlines best practices for documenting and communicating ticket details.
Ticket Notes
Clearly document what actions you've taken or will take next.
Use bulleted lists.
Clearly state steps, current status, next actions.
Tag people with
@.
Example: "@Scott Gallagher
Checked network settings
Printer offline
Escalating to Network Team"
Ticket Handoffs
When transferring responsibility for a ticket:
Notify the next person via Teams or email so they are aware of the handoff.
Inform the requester that their issue has been handed off to another team or person.
Example to team: "Assigned ticket #1234. Network-related issue."
Example to user: "Assigned your issue to Network Team; they will contact you shortly."
Internal Notes vs. Reply to Customer
Understand how to properly communicate internally vs. externally:
Internal Note: Used for internal discussion, technical details, or clarifications within the IT team.
Reply to Customer: Clearly communicate progress or solutions directly to the user.
Ensure you categorize notes correctly. Customers typically do not need internal technical information, and sharing unnecessary technical details may cause confusion or be unsafe.
Communication Guidelines
Effective communication with users helps manage expectations and resolves issues faster:
Promptly acknowledge receiving a new ticket.
Use Outlook Scheduling Assistant to check user availability when scheduling meetings.
Confirm with the user that their calendar is up to date, and suggest times based on their availability.
Wait for their response before offering your availability.
Canned Responses
Canned Responses are pre-written, standardized replies for common IT issues or frequently asked questions. They allow you to respond quickly, consistently, and accurately, saving time and ensuring clarity. Once available, you can easily select and customize these responses when replying to users, making your communication more efficient.
(Coming soon!) Soon you’ll have access to pre-written responses for common issues, making communication faster and more consistent.
Questions?
Submit your best effort. Contact your supervisor or Scott Gallagher for clarification.