The Office of the Registrar (RO) uses the Jira Service Management (Jira) ticketing system for the Kuali Curriculum Management (CM) support portal. Jira allows multiple RO staff to view, track, respond to, and resolve requests. Kuali CM users are encouraged to use this support portal to make requests (e.g., new subject codes, new user access, etc.), ask for help, and report system issues.
How to submit a request
Links to the Kuali CM support portal are available throughout the Academic Calendar and Curriculum Management Resources website.
- Click on a support portal link. If not already signed in, this will bring you to the UWaterloo Help Portal sign in page. Sign in using your University of Waterloo email address, password, and two-factor authentication device.
- The Student Systems Support page will open, with pre-selected responses pertaining to Kuali CM in the fields Contact us about and What can we help you with?. Responses to these two fields determine which support form you are given to complete. You can change these pre-selected responses to get a form option that is more appropriate to the nature of your request.
- Once selected, a form will be displayed for you to provide more information about your request. If you are requesting on behalf of someone else, add their email address in the Raise this request on behalf of field to ensure they also receive notifications about this request.
- Complete all required fields (designated with a red asterisk) and optional fields as necessary. The more information or details provided (e.g., URLs to a proposal or a web page, etc.) – even if the field is not required – the quicker and easier it will be for the RO team to help resolve the request.
- Select Send to submit your request.
- You will receive an email confirmation of your request, assigning it a ticket reference number.
How to respond to your request
You can respond to your request by replying directly to the Jira email notification you received in Outlook, or by navigating to the request in Jira via the View issue link in the email.
If responding within Jira, replies can be input using the comment box at the bottom of the Activity feed in the request. The comment box includes formatting features and the option to include images, videos, and files.
Made an error in your request? No need to submit a new one. Just respond to the one you submitted!
Continue to the instructions below for an additional option to view and reply to your request.
How to view and modify a request
You can view your request and modify it by:
- Selecting the View issue link in the Jira email notification you received; or
- Signing in to the UWaterloo Help Portal and selecting your user icon on the top right of the page, then selecting Requests.
- Locate the desired request using the search and filter options at the top of the page. Note: You have the option to filter for open (not resolved) and/or closed (resolved) requests. If your request is new and not yet resolved by the RO, filter for open requests.
- Select the Reference (ticket number) or Summary text in the row for the desired request; this will allow you to view the entire request.
- Once the request is visible, you can add comments to your request (at the bottom of the page), and use the right-side menu to toggle notifications, and add/remove colleagues.
- Locate the desired request using the search and filter options at the top of the page. Note: You have the option to filter for open (not resolved) and/or closed (resolved) requests. If your request is new and not yet resolved by the RO, filter for open requests.
Adding/removing colleagues from a request
You can share an existing request with colleagues to ensure they receive notifications on the request as well.
To add a colleague:
- Select the +Share feature on the right-side menu.
- In the Add request participant field that appears, start typing the name or email address of the person you would like to add, and select the name from the list that generates. Select Add.
To remove a colleague:
- Hover the cursor over the name of the person you want to remove.
- Select the X that appears beside the name.
Closed requests
A closed request – also referred to as "resolved" – can be re-opened if further questions arise pertaining to it. There are two options to do so:
- Reply via Outlook email to a prior Jira notification email for that closed request.
- Navigate to the request (either through an email link, or by accessing your closed requests within the UWaterloo Help Portal) and add a comment in the box at the bottom of the request page.