In September 2023, we upgraded to the cloud version of Jira, our IT ticket tracking system. It’s very similar to the old version but a few things have moved around. Here’s some information to help you find it, get logged in, enter new tickets, or see existing tickets.
We’ll continue to use the ‘old’ system until we’ve closed existing tickets but new tickets will be added to the new system. For a period of time, you may have tickets in both systems and will receive notifications from both systems at the same time.
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Where to find the Jira ticket system
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If you have difficulties, please see detailed instructions below. |
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This is the same screen you will see if you are logging into any 365 application at RRU. Although the prompt asks for ‘email’, you must enter the long form of your username, like ‘cdavid@royalroads‘d1brown@royalroads.ca’.
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And then click ‘Next’.
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Notice the summary of all the tickets are short(ish) and specific. The examples show succinct ticket summaries by saying “Need x” instead of “I would like to have x”, for example. Short ticket summaries allow our agents to quickly see what the issue is and assign the work to the right team AND also allows you to find what you’re looking for more easily.
Add a external email address to an existing ticket manually
When a customer opens a ticket in Jira using their personal email address, OR when a technician opens a ticket using the Jira ticket system, a customer is created in Jira using that personal email address automatically.
However in some cases you might want to add a customer to a ticket after the ticket has been created. If the email address is not already in the ticket system, you cannot simply add it as the reporter or a participant.
You must first manually create an entry in Jira
Go to https://royalroads.atlassian.net/jira/servicedesk/projects/ITCS/customers
Click on the blue Add customers button
Enter one or more personal email address in the Customer email field
When you are done entering the email address(es), click OK
After about 10 seconds you can now add the email address into the participants or reporter field of a ticket.
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This is usually required if the ticket is for email related issues.
Also Name change tickets are best to use the personal email address for the ticket. From experience, updates to a ticket shortly after a name change do not go to the customer. I think it is due to a delay in the sync. Jira is trying to send to the “old” (pre-name change) email address because it has not sync’d yet. |