i.r.i.s. jira service desk customer manual...once submitted, you will receive a confirmation e-mail...

JIRA Service Desk customer manual – I.R.I.S. Solutions & Experts

User Manual

I.R.I.S. JIRA Service Desk customer manual

JIRA Service Desk customer manual – I.R.I.S. Solutions & Experts 2

User Manual

TABLE OF CONTENTS

INTRODUCTION.............................................................................................................................3

ACTIVATING YOUR ACCOUNT IN JIRA SERVICE DESK..............................................3

LOGGING INTO JIRA SERVICE DESK..................................................................................4

CREATING A CALL......................................................................................................................5

Via interface Web ...................................................................................................................................... 5

By mail: ....................................................................................................................................................... 7

CALLS DETAIL EXPLANATION...............................................................................................8

CALL STATES EXPLANATION.............................................................................................10

UPDATING AN EXISTING CALL...........................................................................................11

Via Web interface: ................................................................................................................................... 11

By mail: ..................................................................................................................................................... 12

SEARCHING FOR A CALL......................................................................................................13

DEFINING MY PREFERENCES / CHANGE OF PASSWORD......................................14

REOPENING A CALL................................................................................................................14

CLOSING A CALL......................................................................................................................15

CLOSING MY SESSION IN JIRA SERVICE DESK..........................................................15


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Introduction

This manual has as purpose to provide an explanation on the use of JIRA Service Desk application by I.R.I.S. customers.

JIRA Service Desk supports these browsers versions: Internet Explorer 11 (until end of March 2020), Edge (latest stable version), Firefox (latest stable version),Google Chrome ((latest stable version), Safari (latest stable version).

Each contact of your company, organization that is allowed to submit incidents to the I.R.I.S. Service Desk will receive an email inviting to create an account in JIRA Service Desk.

JIRA Service Desk will integrate as calls all the mails sent the email address corresponding to the type of solution related to your call, and will create a call based on mails sent to this address (See section Creating an incident by email for further information).

These are the email addresses dedicated to the support of each type of technology supported by I.R.I.S. :

Technology Dedicated support email address

I.R.I.S. Solutions [email protected]

IBM Solutions [email protected]

Microsoft Solutions [email protected]

ELISE Solutions [email protected]

Docshare Solutions [email protected]

Hardware [email protected]

Activating your account in JIRA Service Desk

In order to enable your account in JIRA Service Desk, it is needed that you confirm your user information.

To do this, click on the link sign-up link received in the invitation mail sent by I.R.I.S from JIRA Service Desk :


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This will display the JIRA Service Desk interface where you may confirm your user data :

Specify your Full Name and Password, JIRA Service Desk will indicate dynamically the level of security of your password.

The email linked to your account is specified in read-only above these fields.

Click on Save and Continue to validate your Full Name and Password and continue to JIRA Service Desk

Logging into JIRA Service Desk

Procedure:

1. Call the URL: https://jirairissupport.atlassian.net/servicedesk

2. Type the email address specified for your account.

3. Then Type the password you have specified for your account.

4. Click on Log in.

You will be redirected to the page to select the technology related to your call.


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If you have forgotten your password, click on Forgot password? And you will receive a reset link for your password at the email address specified.

Creating a call

Via interface Web

Click on the technology box related to your call :

You will be redirected to the selection of the type of call, click on the category needed for your call :


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These fields will appear :

Here is an explanation of the fields:

Summary: Define here the title of your call within JIRA Service Desk

Priority : Define here the type of support priorities, 5 types exist corresponding to the SLA signed with I.R.I.S.

Note : The description of the 5 levels may differ than in your contract but the SLA time definition for the categories match the ones of your contract.

Components: Specify the element of your I.R.I.S Solution related to the call.

Note : This is general list , it can include more items than your support contract.

Version: Specify the version of the solution component related to the call.


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Description: Specify here the detailed information of your call.

Attachment: Drag and drop in this box or click on ‘Browse’ to select files to associate to the call.

Multiple files can be selected at once via the browse action.

Share with <your Organization name>: Specify if other JIRA users of your organization can visualize the call or not.

Let the selection empty if you do not want to share the call.

Important: JIRA Service Desk authorizes attachments up to 1 Gigabyte.

Click on Send to submit the call via JIRA Service Desk.

If a required field is missing , the field will appear circled in red :

Once submitted, you will receive a confirmation e-mail to your Jira Service Desk contact email address of the call creation with a unique incident number composed of Technology Label - <incremental number>, f.i. : IBMT-133.

By mail:

You can send us an e-mail to create a call in the relevant Solution project in JIRA Service Desk , here is the list of the different addresses you may use therefore :

Technologie Adresse e-mail dédiée pour le support

Solutions I.R.I.S. [email protected]

Solutions IBM [email protected]

Solutions Microsoft [email protected]

Solutions ELISE [email protected]

Solutions Docshare [email protected]


Conditions:

The From address of the email must be the email encoded for your personal contact in JIRA Service Desk.


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Calls detail explanation To view the answers given to your call, click either on the link Reference or Summary of the call.

This will open the detailled call view :

This will open the detailled call view :.

In this view, you have these fields from left to right on the first line :

Priority : indicates the incident priority (triggering contract SLA).

Here is the description of these priorities for I.R.I.S Service Desk :

Priority level Definition

Blocker The solution is unusable, resulting in a total disruption of work or other critical impacts on production operations.

Critical A component critical to all the application is not available for several but not all users.

Major A major feature or function failure of the solution which severely restricts production operations.

Medium A minor feature or function of the solution does not operate as designed and there is minor impact on usage.


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Minor A minor issue where no functionality is affected, a cosmetic issue or minor annoyance.

In addition, examples of this type of request include (not limited to) requests for software product documentation, requests for information, and feature or enhancement requests (Changes).

Components: indicate the component specified for the call.

Description: indicates the initial call description.

Status : Current status of the call opened. See section Calls states explanation

Icon ‘Notifications on / off’ : ‘on’ indicates you will receive notifications from comments inserted in the call. ‘off’ means no notifications by mail will be sent related to the call.

Set as ‘on’ by default, click on the icon to put it to ‘off’.

Request type: Type of request created for the call, f.i. Incident.

Shared with : Indicates the user or organization with which the call is shared (thus accessible by them).

Activity : Display of all the I.R.IS. Service desk activity on the call.

Note : Click on ‘Hide details’ to display only the activity on the call.


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Call states explanation

6 incidents states exist in Jira Service Desk, Here is their explanation:

1. Open : The call has just been created in JIRA Service Desk and our Service Desk has not replied yet to this incident.

2. In Progress The call has been replied at least once by I.R.I.S Service Desk and the SLA response time is stopped for this incident.

3. Waiting for customer: The incident is waiting for further information or actions on customer side.

This could include an intervention planned on customer site.

Replying to an incident with this state will put the incident again in ‘In Progress’ status.

4. Resolved : The incident has been currently resolved (or a resolution has been given) and is waiting to be closed or the incident is considered not to be treated by I.R.I.S Service Desk.

The incident will be closed automatically at the date specified by I.R.I.S. Service Desk in it with ‘Closed’ state.

Replying to an incident with this state will put the incident again in ‘reopened’ status.

5. Reopened: This incident has been replied while in ‘Resolved’ status, re-opening it for the treatment by I.R.I.S. support.

6. Closed : This call has been closed with successful state. Thus the incident has been resolved and closed afterwards. It cannot be reopened once


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Updating an existing call

2 ways exist to reply on an incident:

Via Web interface:

Procedure:

If you just logged in JIRA Service Desk, click on to open your list of active requests, then select Created by me or your company lists request according to who filled the request (or All if you do not remind who opened the request).

1. Click on the Summary or Reference link in the list.

In the call opened, fill your next comment in the available activity box displayed :

You can add further attachments to the call (Size Limit : 1 Gigabyte).

Click on the Icon Files & Images in the formatting icon list to add several attachments to the

call :

2. Click on Save to send the call update or on Cancel not to update the incident and leave this window.

You will receive by mail a confirmation of the comment you have added to the call.


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By mail:

Procedure:

Reply to the mail received from Jira Service Desk towards the support address of the technology solution implied (cfr below).

Conditions:

The From address of the email must be the email encoded for your contact in Jira Service Desk.

The call number must be included in the title of your email , f.i. : IBMT-13

You mail will be updated as call follow-up.

Technology Dedicated support email address

I.R.I.S. Solutions [email protected]

IBM Solutions [email protected]

Microsoft Solutions [email protected]

ELISE Solutions [email protected]

Docshare Solutions [email protected]



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Searching for a call

You may search for any calls previously created for you user or company by just selecting Created by Anyone and then clicking on Search.

You may refine your search using these parameters :

Request contains : Specify either a term in the title of the call or in the content of the call to search on it.

Any status : Specify if your search is related to Open requests or Closed requests.

Created by me : Click on the list to select the relevant search refiners, here is their explanation :

Option Explanation

Created by me Calls created by your user in JIRA Service Desk

Created by anyone Call created by anyone in your organization having shared the call to your organization.

Where I am participant Call where you have added yourself as participant via the action Share.

Shared with my organisations Call that you have shared with your entire organization at call creation.

<Organisation name> (if listed) Calls specific to your organization.

Once your text criteria have been defined, click on to execute the search requested with the selected content within the drop-down lists.

If No requests were found. Is returned, adjust your search criteria to match an existing call.


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Defining my preferences / Change of password

Click on the user icon on the right of the Requests icon to have access to your preferences options.

Then select Profile, to have access to your profile parameters :

Personal details options

Explanation

Name Name under which you are registered in Jira Service Desk.

Email Registration email for your user (cannot be modified).

Password Click on the Change Password button to change your password, it requires you know the previous password.

Language and time zone options

Select the Language in which you want the interface of Jira Service Desk to be displayed.

Up to 25 languages are available in JIRA Service Desk.

Only these languages are taken into account for notifications : English, Dutch, French.

Select Automatically detect browser, to use the language of your browser.

Time zone Specify Default to use this time zone in Jira Service Desk :

Select another time zone if needed.

Note : You will have to wait 5 minutes before the change is effective after saving.

Click on Save to save all your changes at once.

Reopening a call

Once the call has been considered as solved by I.R.I.S Service Desk, it is set in resolved status, in

order to reopen the call, click on this icon : .


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Closing a call

You call will be closed automatically after staying in resolved status after 5 days (and not being reopened).

Once the call is in resolved status, you can close it by clicking on icon : .

Reopening a call can only be done once the call is in resolved status.

Closing my session in JIRA Service Desk

Click on your profile icon : and select Log out in the list opened.

i.r.i.s. jira service desk customer manual...once submitted, you will receive a confirmation e-mail...

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