Jira Service Management System (JSM) pilot

Monday, March 8, 2021

Library Technology will be launching a pilot of Jira Service Management (JSM) as a replacement for Request Tracker (RT) for receiving support requests.

When is the happening?

The pilot will launch on the morning of Tuesday, March 9.

How will support requests be submitted using JSM?

Requests emailed to library.help@uwaterloo.ca will be redirected to the new platform and will continue to operate as before. Additionally, a Help Portal will now be available with forms to submit requests.

How will I reply to and manage my support requests?

Staff can continue to respond to support request updates via email. JSM emails will be sent and received via the domain @uwaterloo.atlassian.net. Requests can also be managed and replied to via the Portal.

How will requests be triaged to other groups that are not participating in the pilot?

  • Requests to Facilities should now be directed to libfacil@uwaterloo.ca.
  • Requests to other groups, including Digital Initiatives and E-Resources access will continue to be triaged via JSM and forwarded to RT. Staff will receive an email indicating that the JSM request has been closed, and a subsequent email informing them that an RT ticket has been opened. Further communication should proceed via RT.
  • The Library Technology WCMS forms will be converted to JSM forms. The web pages that have these forms on the library website will be replaced with links to the new JSM forms soon after the launch.

If you have any questions or concerns about this upcoming pilot, please email library.help@uwaterloo.ca.

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