Creating Jira tickets
This document describes how to create a ticket in JIRA via HELPDESK portal link: https://onpointserv.atlassian.net/servicedesk/customer/portals
How to create the ticket
After opening the link above, the user will be asked to log in via email. Once the user enters, the user will choose the action Next
select Continue with your Atlassian account
After logging in, the On Point Helpdesk home page appears, displaying the initials of the logged-in user in the upper right corner. you can set here the default language → Profile → Edit account preferences. Furthermore, in the upper corner, there is also a Requests button which allows you to search among already created tickets (to be mentioned later).
To create a ticket, it is necessary to select the MT Business Central or other tile, which ensures that the user's request reaches the correct group of consultants within On Point.
The next step is to click on a tile to make a request. The user can choose between different types of requests. For example, there are requests that are focused on technical support, development, instructions, training, consultancy, licensing, new feature. In order to know what step the user is currently doing, or to go back one step, you can use the path display at the top of the page.
In all cases, the following page will be displayed and you will need to fill in the following information:
Raise this request on behalf of: the name of the user creating the ticket is automatically filled in
Summary: The user is expected to enter the ticket name in this field. It should be short and at the same time corresponding as much as possible to the described problem, so that it is possible to easily search the ticket history later by keywords.
In the case of an emergency, "URGENT" may be included in the Summary, but this should be treated with caution. If all tickets are created with "URGENT" they will all have the same priority.
Area Classification:
Description: here the user should describe the request/problem in detail. If the client has more than one company in Business Central, it is necessary to indicate in the description which company it concerns. Ideally, the company's name or number should be given if it is used for identification within Business Central.
The key information for the description are therefore:
the company in which the problem occurs
the specific steps that led to the problem and a description of the problem - describe exactly what the user did/where they clicked and in which order, describe the process
specific document/customer/supplier numbers - e.g. it is not sufficient to write only purchase invoice, but charged/uncharged NAK2312. Excel file with list can be added to attachment section
Attachement: User can also add an attachement to simplify analysis of the issue. For example, it can be an Excel file or an image of the error message (ideally full screen for better orientation, where exactly the user was when the message appeared, can be added as an attachment in the attachment section)
Once all the details are filled in, the request can be submitted
Suggested articles can also help the user resolve the issue without the need for further help desk assistance.
Communication in tickets and statuses
When the request is submitted, the page with the created ticket is displayed. Its number is visible at the top of the page. The user will also receive an email with a link to the created ticket. After opening the ticket from the email, the user is brought back to the Helpdesk page where they can see the ticket and read/add comments. Once On Point adds a comment, an email will be sent to the user.
The status of a ticket indicates at what stage the ticket is being handled:
Waiting for support = we already know about the ticket and one of our consultants will be working on it soon
In progress = we are working on resolving the ticket
Waiting for customer = further action is required from the user, e.g. we are missing some information
Done = the ticket has been resolved and closed after agreement with the user
The user can view all requests (new and resolved) after logging into the Helpdesk portal. The request can be viewed via the Requests button in the upper right corner of the page.
By creating the requests, the client is building a knowledge database within which he is then able to trace the resolved requests and possibly solve the current problem as it has been solved in the past or get a guide to how it could be solved.
All requests created within the organization can be filtered by status, created by…, and by request type. User can also search between requests using keywords in the search field.