Naming conventions
In Jira Service Management:
- A Ticket is called an Issue
- A Status change is called a transition
- The closure reason is called the resolution
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
Notice, Your email is always your username, but the form will never reveal if the username was valid or not; so be sure to enter a valid username.
After reset, You will recieve a mail from Jira with a link to password reset, be sure to also look in spam/junk mail folders in Your mailbox.
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 Issues in, several can be for other Netic functions like Finance, Support and other "public" support functions.
Typically one project will be for Your Company and/or 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 Issue creation.
Creating a new Issue
Enter the specific Projet.
Most options here are for creating a new Issue - 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 Issue 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 Issue 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 Issue can be seen only by You and Service Agents in the Jira Service Management system.
Clicking "Create" will submit the Issue to Netic.
Finding relevant Issues
In the header, click on the profile picture to get a list of options:
Clicking "My Requests" will present a list over the Issues You can see, and some options of filtering and sorting:
Responding, commenting etc on an issue
Entering an Issue, several options are available:
| 1 | Shows the Current Status of the issue. This will typically be : WAITING FOR SUPPORT - The Issue is residing at Netic WAITING FOR CUSTOMER - The Issue is awaiting Your response. If You do not respond within 7 days (typically), the Ticket is resolved. FROZEN - The Issue is paused by Netic, a comment will send it into WAITING FOR SUPPORT RESOLVED - The Issue is Resolved, a comment will send it into WAITING FOR SUPPORT CLOSED - The Issue is Closed. Service Requests cant be reopened. |
| 2 | This is the Action pane, where You can perform some action on the Issue. Clicking Share will give the option to share the Issue with other users, and/or the Organization that Your account may be a part of. |
| 3 | This is the Shared With infomation, eg. who can see and interact with the Issue (besides Netic and Sub-contractors). Also see under Notifications. This can be Organisations or Customers. A Customer can only add users by email (must be existing user with the proper permissions for the Project) or Organisations that they belong to themselves in the Project. |
| 4 | In this section, You can add comments and files to the ticket. If the Issue status is WAITING FOR CUSTOMER FROZEN RESOLVED the Issue status will go to WAITING FOR SUPPORT |
Notifications
Notifications are sent to the Creator (Reporter) and users who are show directly Shared With
Members of any Organization(s) in the Shared With will not get notifications.
To get Notifications, its possible to clikc on "Get nitifications" in the portal.