RDCRN Jira Service Desk Management User Guide

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

• You can also navigate to the Jira Service Desk via the RDCRN Members Landing Page Tool Garden.

Overview

Open

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.

Other information

• It is best practice to monitor tickets on a regular basis. If a ticket has remained open for a prolonged period of time without any response (~2 weeks), reach out to the Reporter via Respond to customer to ask for an update. If no response is received after multiple contact attempts, close the ticket. Users can always re-open tickets or submit new ones.

• If tickets are unable to be addressed by a member of the consortium management group, the DMCC can be contacted via Request Type for assistance. There are several different Request Types to choose from for each of the different tools/platforms. Once the Request Type is changed, a DMCC user will be notified to assist.

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