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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 for a few weeks while we transition 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 once.

Table of Contents

Where to find the Jira ticket system

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titleShort Version

If you have difficulties, please see detailed instructions below.

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titleWhen would I want to add a personal email address to a ticket?

This is usually required if the ticket is for email related issues.

  • If someone opens a ticket on behalf of someone else and you want to add the customer to the ticket.

  • If a student opens a ticket with their RRU account, but email forwarding is “off”. (The ticket updates will be sent to their RRU email account and they cannot access that account).

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.