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As of November 24th, 2023, Jira and Jira Service Desk migrated to a cloud based instance. Note the e-mail for support and the URL/Link have changed. The old e-mail and URL's will no longer work. You will need to change any bookmarks, etc. to reflect the new URLs. Please review the steps below to generate a service desk ticket via email or the portal. |
Creating Tickets
- You have two ways to create a service desk ticket.
- Email questions via the service desk email address: support@mcoecn.atlassian.net
- Log into the Service Desk portal: https://mcoecn.atlassian.net/servicedesk/customer/portal/1 and create a ticket.
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When you create an email-based ticket, please continue using the email attribute (address) tied to your MCOECN AD account. After submitting your ticket via email, you should receive a reply (image below) that the request has been received.
If you have not received the (above) reply, please contact your ITC tech department first to confirm the (sender's) email is the same email listed on your MCOECN AD account. Any further issues can be sent to Catherine Aldrich (aldrich@ssdt-ohio.org) or Michelle Drewes (drewes@ssdt-ohio.org).
After submitting your ticket via email, you may also reply to requests/comments via e-mail but, again, the correspondence must come from your work (ITC) e-mail.
Using the Service Desk Portal to Create a Ticket
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- Intended for ITC staff only. Please click here for a recording of a demonstration on how to create a service desk ticket in the portal as well as other options available in the portal, including helpful search and filter features.
- When filtering tickets in the portal by status, the "Open Requests" and "Closed Requests" aren't working properly. We have reported the issue to Atlassian and awaiting a response. For now, a workaround is to use the status options under 'SSDT SUPPORT SERVICE DESK'
- Work in progress, Reopened, Open and Pending statuses are all considered open requests. You will be able to see tickets with those statuses for ITC staff in your organization (ITC).
- Done status is considered closed requests. You will be able to see closed tickets for ITC staff in your organization (ITC).
Other Service Desk Tips/Tricks
- Please refer to our best practices recommendations on how to relay the information that SSDT is looking for on each type of ticket. These suggestions are a guide to help ITC and SSDT support effectively collaborate to get to the root of the issue.
- Sensitive Information: Please do not include any confidential/private information in either the description or as an attachment in the request. If you need to send the SSDT sensitive information, please include the information in a secure file drop to the SSDT staff member you are working with.
- https://filetransfer.nwoca.org/filedrop/ssdtstaffmember@ssdt-ohio.org (replacing 'ssdtstaffmember' with the ssdt-ohio.org address of the SSDT staff member you want to send the file to. (i.e. https://filetransfer.nwoca.org/filedrop/drewes@ssdt-ohio.org)
- Comments on Closed Requests: Entering a comment after your request is closed will automatically re-open the request. so please use the comment box on closed requests only if you want to re-open it.
- Troubleshoot Application Issues: If SSDT asks you to send a file from your docker host (i.e. application log, etc), please refer to the Securely Send Files to SSDT how-to article for step-by-step instructions.
- Database Backups or db or application log files:
- If SSDT requests a database backup or log file in order to assist in troubleshooting an issue, a step-by-step guide to creating the backup is provided here. Next, send the backup via the Securely Send Files to SSDT process.
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