Jira Service Desk How-To

Please check out the steps below for the general process of handling a Jira Service Desk request. These steps may apply to all or some of your unit's workflow depending on your defined work process.

Please contact FASS IT with any questions.

Customer opens a service request via email or the service portal.

Customer will get an automated reply that looks similar to the message below with a unique request ID.
Agent will see the new request appear in their Service Desk queue and the Assignee will be Unassigned with a status of Waiting for Support.
Agent clicks on service request and sees the following screen with the request details.
Agent clicks Assign to me to take the service request (you can also select a different agent to assign a request to by clicking Unassigned above Assign to me and typing their name in).
Agent will follow predefined workflow and update the request appropriately. In this case the request is being updated to In Progress. Workflow choices appear at the top of the screen. If there are more than two options the rest will appear in a drop down menu.
When updating the status of a request a screen will appear where you can change details about the request and add a comment. Make any necessary changes and scroll down to the bottom to add your comment. Comments will be shared with the customer on request updates. All activity shows up at the bottom of the request.
Customer gets an email with the status update.
If the Agent needs more information from the customer they can update the status to Waiting for Customer and add a comment letting the customer know they need to do something or provide something in order to resolve this request.
The request will remain as the status of Waiting for Customer until the Reporter (customer) replies. All SLA's are paused when in a Waiting status.
Customer receives email asking for more information and replies.
Customer's reply is added to request and the status automatically changes back to In Progress since we are no longer waiting on the customer.
Agent resolves issue or updates status to Waiting again depending on if they have everything they need or if the customer or 3rd party needs to do something to complete the request.
Resolve the request from the Workflow menu by clicking Resolve this issue.
Select a Resolution and add a comment at the bottom to let the customer know any information that pertains to the request.
The issue is now Resolved.
Customer receives an email with the Resolution comment and an instant survey to let us know how we did. They also have the option of adding a comment.
Customer feedback will show on the request as well.