ITS uses the Atlassian Jira Service Management platform to manage service requests. We call it Jira for short.
To use the Jira help desk portal, you will navigate to the help center and choose the appropriate request type. You can then fill out the form and submit your request. You can also track the status of your requests and interact with agents through the portal. Read on for instructions.
Accessing the ITS Help Center
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Navigate to the Information Technology Services Help Center.
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You may need to login to Atlassian. For help with that see How to Sign Into Jira.
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Finding the Right Request
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You can use the search bar to find a relevant request type or use "Get ITS Help" if we don't have a form that meets your needs. Either way, we will get you the help you need.
Submitting a Request
- After selecting the appropriate request type, you will be presented with a form.
- Fill out the required fields in the form, such as a summary, description, and any other relevant information.
- Once all the required fields are filled, you can submit the request.
Tracking and Interacting with Requests
- You can view all the requests you have submitted by selecting your avatar (or initials) in the top right corner of the help center and choosing the "Requests" button.
- You can track the status of your requests and see any updates made by agents.
- You can also respond to messages from agents or add more information to your requests through the portal.