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This guide outlines how to manage and respond to tickets in the Jira Service Desk.

Url: https://rdcrn.atlassian.net/jira/servicedesk/projects/HELPDESK/queues/custom/1

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Ways to access your tickets in Jira:

1. On the RDCRN Members Landing Page, in the top right corner under Support Tickets

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2. Jira Ticket Queue

3. On the RDCRN Members Landing Page, under Tools, locate Jira and click Launch

Overview

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KEY:

1. This is the body of the ticket and will have key information for access requests, including name of requestor, site name, email address, and login method.

2. This is the ticket status.

   1. Statuses include:

      1. Waiting for support - Ticket has not been responded to within the system.

      2. Waiting for customer - Ticket has been responded to within the system and is pending a response back from the person who submitted the ticket (Reporter). The status will be automatically updated once a response has been sent.

      3. In Progress - Ticket is being handled and the responder has manually changed the status. This status will also appear if the submitter responds back to a ticket after it has been resolved.

      4. Escalated

      5. Pending

      6. Canceled - Ticket has been canceled by the Assignee.

      7. Resolved - Ticket has been resolved by the Assignee.

   2. The Assignee of the ticket is responsible for managing the ticket status. To change the ticket status, click the current status and update accordingly.

3. This is how to respond to tickets.

   1. Add Internal Note will only be viewable by those who have access to the Jira system. This includes those within the consortium management group and DMCC members.

      1. Internal notes may be helpful if you need to tag a colleague within the ticket, but the Reporter does not need included in that communication.

         1. To tag a colleague type @ and search for the person’s name. Once someone is tagged, they will receive an email from Jira notifying them.

   2. Respond to customer will appear to the Reporter, those listed under Request Participants, and those within the consortium management group and DMCC.

      1. It is important to ensure you Respond to customer is selected when replying to tickets to ensure the Reporter is receiving the communication.

4. This is where information on who submitted the ticket and who is assigned the ticket can be found.

   1. The Assignee is who is responsible for handling the ticket. If it is assigned to someone incorrectly, simply click the name of the current Assignee and search for the appropriate person.

      1. Please do not reassign tickets to DMCC members without consulting the DMCC first.

   2. The Reporter is who submitted the ticket. If other names are listed under Request Participants, that means the Reported included those people on the email when submitted the ticket.

      1. Assignees may also add Request Participants after the ticket has been submitted, if others should be aware of the issue.

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