IST moving support ticket management to Jira Service Management

Tuesday, February 9, 2021

What is happening? During the fall 2020 term, some common IT service requests previously managed through Request Tracker (RT) were processed using the new Jira Service Management tool. This work has gone well and IST will begin moving additional RT queues (e.g., Network Services) to Jira Service Management (JSM).

What is the impact?

  • Individuals may now see links to Jira Service Management forms from the IST Service Catalogue
  • Support ticket notifications for Jira Service Management requests will come from jira@uwaterloo.atlassian.net instead of rt@rt.uwaterloo.ca.
  • New support request forms have been created for some specific services:
    • Adding devices to the Wi-Fi Allow List
    • Service Catalogue Feedback
    • Atlassian Requests
    • New Mailing Lists
    • Teams Live Event Support / Request
    • Qualtrics
    • Knowledge Base Update / Change
  • Individuals will be able to access these new forms and/or view their submitted tickets via the Jira Service Management Portal, https://uwaterloo.atlassian.net/servicedesk/customer/portal/2.

Ready to try Jira Service Management? Submit a request to migrate your own RT queue to JSM, https://uwaterloo.atlassian.net/servicedesk/customer/portal/2/group/54/create/245

Additional resources: Visit our Jira Service Management website to learn more about this service and look for more information on a JSM pilot IST will be launching during the upcoming spring term. 

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca, ext. 44357.

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