Create Ticket

•  You have two ways to create a service desk ticket. 

  1. Log into the Service Desk Portal:  Click Here to access the portal and create a ticket.

  2. Email questions via the service desk email address:  support@mcoecn.atlassian.net

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 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. 

  • For more information on getting logged in for the first time please see the New ITC Fiscal Support Staff Resources page.

  • 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:

• Once you are in the ticket window:

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• Select a component. The available components include:

  • EMIS

  • ESS

  • INVENTORY

  • ITCM

  • ODDEX

  • USAS

  • USPS

  • WEBGAAP

• Enter the District Name and IRN. This is optional but can help SSDT with finding previous tickets related to this district or pulling a copy of the district’s data if needed.

• 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

• Click on send to submit your request.

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. 

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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 Michelle Drewes (drewes@ssdt-ohio.org).

After submitting your ticket via email, you may also reply to requests/comments via email. The correspondence must come from the same email associated with the account.

Search/View Ticket

• Click the Profile and Settings user icon in the top right corner.

• Click on Requests

• By default, this view will show all Open Requests.

• Status can be used to view Open, Closed, or tickets of other statuses. Check the box for ticket statues to include. If all boxes are left unchecked, all statuses will be included.

  Open

  

  • Work in progress, Reopened, Open and Pending statuses are all considered open requests.

  • Done status is considered closed requests. 

• The next filter determines if the Requests show from all ITC users, created by the current user, or shared with the current user. To see tickets from all ITC users, choose “All.”

• Request Type allows a filter by New Feature/Enhancement, Support, or Report a Bug requests.

• Request Contains search box can be used to search for request containing specific keywords. This search is based on the ticket Summary field only.

• Click on the ticket Reference (number) or Summary to view the support ticket details.

Update Ticket

Once a ticket has been entered, the description cannot be modified by the ITC user but additional comments can be added. When viewing the Ticket, an Activity section will show below the original ticket details containing any comments or status updates from the ITC user or SSDT staff.

• Add Comment Click in this box to begin typing a comment to add to the ticket.

  Open

  

  • Once this box opens, general text formatting options can be found at the top of the text window.

  • If an additional attachment needs to be included, use the photo icon to add image, video, or file.

    Open

    

• Notifications On/Off Generally, email notifications are sent for any new comments to the ticket or any status change.

• Shared with Shows all users the ticket has been shared with. To add more users, use the + Share option to type in the name of another user at the ITC to add as a participant.

More Information

• 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.

• 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.