Revision Date: 2023.12.27
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Service Desk (SD)/ Service Project - Referred to by Atlassian/Jira as a “Service Project,” this is a project category in Jira which allows functionality with external clients. Sage often uses the term “Service Desk” in lieu of “Service Project,” and can be used interchangeably. SD functionality may include: A Help Center portal; ability to communicate with internal and external clients; ability to create automations with outbound email communications.
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Ticket - Referred to by Atlassian/Jira as an “issue,” tickets can refer to individual items created and tracked in Jira, including items created internally, or items created externally by users via email or through the Help Center. See additional information on “Issues” in Jira help documentation.
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Permissions in Jira are described in detail in Jira documentation. To summarize, Jira permissions are organized into three categories:
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All Jira Projects (across all Sage departments) can be viewed on the Projects page.
Other Collaborative Projects (and project keys):
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Tickets in ACT can be created through the following mechanisms.
Help Center. Several subtypes of tickets can be created within the Help Center. For example, using the “Condition for Use” option will collect information using a Jira Form. (See SOP02-RM03 for more information on Jira Forms.)
Emails to ACT@sagebase.org or ACT@sagebionetworks.org, or ACT@synapse.org
Creating a ticket in Jira using the “Create” Button.
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Each project and service has a list of Issue Types that can be used to help identify, categorize and report on work. Issue Types can also be used to set different workflow parameters. Issue Types are set by a Jira Administrator who is able to select and modify the scheme.
See the Atlassian Support article for more details.
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In some cases, workflows may not be set to allow the issue to be reopened. The workaround in this case is to change the Issue Type. See instructions above in V.E.a.
See the Atlassian Support Article for more information on Workflows.
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While the above link selections may be used for various customized functions in Jira, it appears that there are no specific functions, behaviors, or extended definitions assigned to these selections out of the box. According to the Atlassian community (e.g. this discussion), “They are simply descriptive links that allow you to arbitrarily link issues together.”
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Searches and Filter terms can become complicated (See Atlassian Support articles for advanced information). For simplified searches and filters, use the following basic steps:
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Filters are essentially saved Searches that can be used repeatedly or incorporated into dashboards.
Users can access any Filters that have been created by other employees and shared with a Team, Role, or the organization.
To find Filters that have been shared, go to the Filter Search.
To create a new Filter, either click on “Save as” when an Advanced Search is created (using the steps above), or from the Filter Search, click on the “Create Filter” button on the top right corner of the screen.
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Internal vs. External Responses
In the SG project, responses are limited to internal viewers.
In ACT SD, SYNSD, or other Service Desks, responses can be internal or external, indicated by the options to either “Add internal note / Reply to customer.”
Contact Information in ACT SD
ACT SD uses the “Reporter” field to send both internal and external responses. Typical reporter field entries may include:
A Sage-internal person if the ticket was generated in Jira or using the Help Center, or,
An external person showing an external email address.
This case occurs when a user sends an email to act@sagebase.org or act@sagebionetworks.org.
An external person showing a synapse.org email address.
The reporter listed is “act@sagebionetworks.org”
This is an error (unknown cause) where an external person sends an email to act@sagebionetworks.org and the person’s external email address is not listed as the reporter.
To fix this issue:
Go to Google Groups and access the ACT email group.
Find the originating email (usually using the date and subject line), and open it.
Locate the sender’s external email address.
Tagging internal users
Internal users should be tagged whenever information and updates need to be directed to them. Tagging is done by including the “@” symbol in an internal comment or summary text and finding their name in the pop-up list of contacts. If they do not appear in the list of contacts, it is possible that they do not have access to the service desk or software project you are using. In a service desk, this may be remedied by adding them as a “Request Participant” in the More Fields area.
Attachments
Add attachments as needed to tickets within either service projects or software projects. Attachments can be added in the summary field or in the comments, including external comments.
Attachments can be added by either clicking on the attachment icon (a paperclip), or by dragging an attachment into the comment, or even by pasting into a comment.
Moving Tickets
In some cases, it may be appropriate to move a ticket from one queue to another, particularly when another group or individual should be responsible for the question/request in another service desk or software project. See V.I.6 for instructions.
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Tickets should be closed once there is confirmation that the response was sufficient. In some cases, there will be clear confirmation that the tasks are done. In other situations, Governance may have supplied a response but did not hear back again from the user. Best practice will be to contact the user again after a period of time (approximately 7 days is a good rule of thumb) to confirm their questions were answered before closing the ticket unless the additional contact seems unnecessary.
When closing a ticket where the conversation may not clarify the resolution, include an internal comment to briefly explain why the ticket should be closed.
Resolution Types. When a ticket is ready for resolution, one of several selections is available. The typical resolution is Resolved/Done.
“Won’t Do” should be avoided in ACT SD as the customer may get a response email from us indicating that we will not do something. In past circumstances, “won’t do” has not been an appreciated message.
A help dialog box defines resolution options:
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