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SSDT Service Desk is available to ITC Staff only. SSDT will not accept any requests that come directly from school district personnel. |
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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.
Using Email to Create a Ticket
When you create a ticket via e-mail, Service Desk will match the e-mail you're sending the ticket from to the email attribute listed on an email-based ticket using the new cloud-based service desk email address, please continue using the email attribute tied to your MCOECN AD account. So basically this means your work email must match the email address listed on your MCOECN AD account. After After submitting your ticket via email, you should receive a reply that the request has been received.
If you have not received a the (above) reply, please contact your ITC tech department first to confirm the email you are using to create your ticket from 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.
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As of February 1, 2023, new Jira Service Desk accounts will no longer be created when creating a ticket. The reason we are doing this is to clear up multiple accounts and limit access to Jira Service Desk to ITC staff. If you create a ticket via e-mail, Jira Service Desk will match your e-mail to the email attribute tied to your MCOECN AD account. If a new ITC staff member creates a ticket via e-email, it should link the ticket to their existing MCOECN AD account automatically. If you do not have an MCOECN AD account yet or have questions about your existing account, please contact your ITC technical staff. The SSDT does not have ability to make changes to your MCOECN AD account. If you need to change your password to your MCOECN AD account, please click here. This link will take you to the MCOECN self service website where you can reset your password. |
Using the Service Desk Portal to Create a Ticket
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Using the Service Desk Portal to Create a Ticket
When creating a ticket via the Service Desk portal, you will be prompted to log in.
- If you have already logged into the migrated Confluence Wiki (by creating an Atlassian account), you will use the same login information for the new JIRA Service Desk portal.
- If you have not logged into the migrated Confluence Wiki (you have NOT created an Atlassian account yet), when logging into the Service Desk Portal, the username will be your MCOECN AD account email. The first time you log, you will be required to create a password. Please save your newly created password as you can use it interchangeably between the Wiki and Jira/Jira Service Desk.
- NOTE: If you cannot see tickets that you or other staff members at your ITC have created in the Service Desk Portal, please reach out to your tech department to ensure you are a member of your <ITC>-Jira user group.
We recommend bookmarking the portal link for ease of access.
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- 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. 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.
- 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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