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When you create a ticket via e-mail, Jira Service Desk will match the e-mail to your existing MCOECN account.  Your MCOECN account must be tied to your ITC email address.  This means if you submit tickets via e-mail, you must use your work (ITC) email address.  After submitting your ticket via email, you should receive a reply that the request has been received.  If you have not received a reply, please contact 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.

Note

As of February 1, 2023, new Jira Service Desk accounts will no longer be created when creating a ticke

t via the service desk e-mail address.  When you send a request via e-mail, Jira Service desk will match the e-mail to your MCOECN account in Jira Service Desk.   he reason we are doing this is to clear up multiple accounts and limit access to Jira Service Desk.  

If a new ITC user opens a request via the ssdt-support@ssdt-ohio.org e-mail, it should link this request to their existing MCOECN account automatically.  If you do not have an MCOECN account yet, please contact your ITC technical staff.


Using the Service Desk Portal to Create a Ticket

When creating a ticket via the Service Desk portal, you will first be prompted to log in.  You must use your MCOECN account login credentials to log into the portal.  We recommend bookmarking the portal links link for ease of access.

https://jira.ssdt-ohio.org/servicedesk/customer/portal/3


Once logged in, the portal allow allows you to specify select the type of request and/or search for existing requests that you have created. (ticket) you want to create:

Image Added New feature/enhancement: used when requesting a new feature or enhancement you would like to see added to the software

Image Added Support: the most commonly used option: used for general software support questions

Image Added  Report a bug: used to report a bug or error message you feel is not common in the software


The box containing ‘What do you need help with?” is a work-in-progress.  This is the knowledge base feature that will allow you to search for commonly asked questions or procedures.   We are just starting to build the knowledge base and SSDT will provide an update when it serves a more beneficial purpose.  Please refer to the following 3 request options to create a service desk request from the portal:

Image Removed Request a new feature/enhancement: used when requesting a new feature or enhancement you would like to see added to the software

Image Removed Request software support: the most commonly used option: used for general software support questions

Image Removed  Report a bug: used to report a bug or error message you feel is not common in the software

Once you are in the ticket window:

Image Added

  • Select a component. The available components include:
    • EMIS
    • INVENTORY
    • ITCM
    • USAS
    • USPS
    • WEBGAAP

  • Enter a summary of your request. Please keep this short and choose your wording wisely. When you are searching requests in the portal, it's based off of the summary.

  • Enter a detailed description of the request.

  • Add an attachment if necessary

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  • Click on create to submit your request.

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Service Desk Tips/Tricks

  • Sensitive Information: Please do not include any confidential/private information in either the description or as an attachment in the request.  This information is viewable by others outside your organization.  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.
  • 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 Backup:
    • 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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