JIRA Service Desk

Owned by Michelle Drewes
Last updated: Mar 06, 2024
4 min read

SSDT Service Desk is available to ITC Staff only. SSDT will not accept any requests that come directly from school district personnel.

 

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

Using Email to Create a Ticket

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

When creating a ticket via the Service Desk portal, you will be prompted to log in.  

  • If you have already logged into the cloud-based Confluence Wiki (by creating an Atlassian account), you will use the same login information for the cloud-based JIRA Service Desk portal. 

  • If you have not logged into the cloud-based 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.  If you are and still can't see tickets,  please create a ticket to the SSDT and we will look into it further.

We recommend bookmarking the portal link for ease of access.

https://mcoecn.atlassian.net/servicedesk/customer/portal/1

  • Once logged in, the portal allows you to select the type of request (ticket) you want to create:

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

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

  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:

  • Select a component. The available components include:

    • EMIS

    • INVENTORY

    • ITCM

    • ODDEX

    • 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

Please be careful not to include sensitive information in the description or in any attachments.

  • Click on send to submit your request.

Service Desk Portal Tips/Tricks

  • 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.

  • 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.