Moving to a new service portal
Netic are moving to Jira Service Management.
In the future, login will be available at https://jira.netic.dk/servicedesk
Logging in
Start on https://jira.netic.dk/servicedesk and enter Your credentials. Password reset can be done at https://jira.netic.dk/servicedesk/customer/user/forgotpassword
After login, You will be able to access the Jira Service Management portal (the layout and theming may vary from customer to customer).
On the Portal You will see the Projects that are available to create tickets in, several can be for other Netic functions like Finance, Support and other "public" support functions.
Typically one project will be for Your Company/Project, and You can click into this:
After cliking into the Project, a screen of available options will be presented, the options here can be quite different pr. customer and consist of links, information and Ticket creation.
Creating a new Ticket
Enter the specific Projet.
Most options here are for creating a new Ticket - in many cases a Service Request or an Incident (this may vary from customer to customer):
After cliking into the Request Type, a form is presented for submitting the Ticket to Netic; also here - the number of input fields can be quite different pr. Customer and Request Type:
Some fields are mandatory and required due to the need for facts to process the Ticket in the best way.
The "Share with" will show if Your user is a member of any Organisations in the Jira Service Management portal, typical represented as "Customer number - Customer name".
If You select "Private Request Here", the Ticket can be seen only by You and Service Agents in the Jira Service Management system.
Clicking "Create" will submit the Ticket to Netic.
Finding relevant tickets
In the header, click on the profile picture to get a list of options:
Clicking "My Requests" will present a list over Your ticket, and some options of filtering and sorting:
Responding, commenting etc on a ticket
Entering a Ticket, several options are available:
| 1 | Shows the Current Status of the ticket. This will typically be : WAITING FOR SUPPORT - The Ticket is residing at Netic WAITING FOR CUSTOMER - The Ticket is awaiting Your response. If You do not respond within 7 days (typically), the Ticket is resolved. FROZEN - The Ticket is paused by Netic, a comment will send it into WAITING FOR SUPPORT RESOLVED - The Tciket is Resolved, a comment will send it into WAITING FOR SUPPORT CLOSED - The Ticket is Closed. Service Requests cant be reopened. |
| 2 | This is the Action pane, where You can perform some action on the ticket. Clicking Share will give the option to share the Ticket with other users, and/or the Organisation that Your account may be a part of. |
| 3 | This is the Shared With infomation, eg. who can see and interact with the ticket (besides Netic and Trifork Security) |
| 4 | In this section, You can add comments and files to the ticket. If the Ticket status is WAITING FOR CUSTOMER FROZEN RESOLVED the Ticket status will go to WAITING FOR SUPPORT |