To raise an issue as a Jira Service Management issue, you need to use the Raise a Request option on the left-hand sidebar. Alternatively, the issue can come through your customer portal (recommended) or to a dedicated inbox over email, and this causes the issues to come in with a Request Type applied.
How do I raise a service request in Jira?
Raise a customer request
- From your service desk project sidebar, select Raise a request ( ).
- Select the request type that matches your customer’s need.
- In the Raise this request on behalf of field, enter a new customer’s email address, or search for an existing customer:
- Fill in the request details. …
- Select Create.
What is a service request in Jira?
Jira Service Management agents can self-assign Jira Service Management issues. Requests: Requests are how issues are phrased or represented on the customer portal to customers or end users.
How do I add customers to Jira Service Desk?
Add customers to a project via Customers > Add customers. Customers on this list can raise requests in the project, via the portal or email. Customers are automatically added to the list if your service project is open to users with Jira accounts, or allows customers to create their own accounts.
How do you raise a support ticket with Atlassian?
To raise a support request at Atlassian Support:
- Log in as a System Administrator.
- Go to > Troubleshooting and support tools > Create support zip.
- If necessary, click Customize zip to choose what is included. …
- Click Create zip.
- Click Download zip to save it to the home directory of your Bitbucket Server instance.
Which is the best example of service request?
Service request – A formal user request for something new to be provided. Example: “I need a new Macbook.” Incident – An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: “The website is down!”
What is standard service request?
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).17 мая 2019 г.
What is the difference between change request and service request?
Service Requests are those requests coming from a user to the Service Desk (or in some cases, self-help channels) and fulfilled through Request fulfillment. Change requests are requests for modifications required in any part of the Services, Service management systems or underlying systems and components.
What is the difference between Jira and Jira Service Desk?
Jira Core is for internal teams to track and work on projects/issues together. For instance, a marketing team working on a campaign. … Jira Service Management is for teams who receive incoming issues/requests from other teams/customers. For example, receiving hardware requests from other employees.
Who can customers share requests with Jira Service Desk?
Customers in an organization can share requests when they raise them. If a customer belongs to only one organization, the request is shared with it by default unless you have changed the default settings to keep all new requests private.
What is a Jira service desk agent?
Agents are users that work on customer requests and communicate with customers. … Access both the Customer Portal and the service desk interface in JIRA. View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to. Access and edit issues in the service desks they are assigned to.
How do I submit a ticket in Jira?
How to Fill a JIRA Ticket
- In JIRA, click on Create Issue.
- Select the project Support Nuxeo Connect.
- Fill in the description as precisely as possible. Depending on the type of your issue, provide the appropriate items in the following list: steps to reproduce the issue. logs. screenshots. customer development. …
- Click on the Create button.
What is Jira ticket?
A ticket in Jira, or any other service desk platform, is an event that must be investigated or a work item that must be addressed. In Jira Service Desk, tickets entered by customers are called requests.
How do I contact Jira support?
You can call (415) 701-1110 and push 1 for sales. If you need something else, try a different option. Even if you can’t talk directly with the department you need, get the rep to call you instead.