Introducing JIRA Service Desk
Contents:
- How to Submit Your Help Request to JIRA Service Desk
- Escalation Level
- How to Check My Request/Ticket/Issue Status?
- How to Add Participant so that He/She Can Receives Request/Ticket/Issue Status update?
| Widget Connector |
|---|
| url | https://www.youtube.com/watch?v=rcvlBuN3mQg |
|---|
|
...
| Panel |
|---|
1) Wavelet Service Desk 1.1) |
...
Where to Submit Your Help Request to Wavelet Helpdesk |
...
...
- questions, GST related or function inquiry, etc.
- Click "Error Reporting" if you face any system errors with Wavelet EMP software.
- Click '
|
...
- Software Enhancements' if you wish to drop us your opinion.
- Click ' Request a
|
...
- New Account' to request a new account for an internal user's access to system.
|
...
- Click 'Project Implementation' to request help for new users project implementation.
 Image Added
1.2) Wavelet Helpdesk |
...
Example: General Help Required- Fill in the blank with the information. (**Phone number - we strongly encourage users to provide contact details in order for to serve you better )
- Click create
|
...
 Image Added
 Image Added
|
...
| No | Functions | Description | Remark |
|---|
| 1 | Ticket Title | Title of your Request / Ticket / Issue |
|
...
...
...
| simple title is encouraged | | 2 | Number of Ticket | Issues Listing | Allow user to track outstanding issues and number of issues |
|
...
| created. | | 3 | Comment Box | Allow user to drop comment, communicated with Wavelet Technical team |
|
...
| - | | 4 | Ticket Details | Allow user to view the details of the issue |
|
...
| - | | 5 | Ticket Number | This is JIRA issue number |
|
...
for reference. (ex: WH-xxxx |
|
...
. WH = Wavelet Helpdesk , xxxx |
|
...
= running number) | Important |
|
...
: JIRA Ticket Number is compulsory which |
|
...
acts as key tool for Wavelet Support's |
|
...
...
| Involved List | List of people involved in the project. For instance, "Creator" & "Participant" | Please take |
|
...
...
| could be internal of Wavelet |
|
...
| Solutions employee. | | 7 | Others (You Can) | Allow user to add comment and attachment |
|
...
| Brief and clear supporting documents (Image, file) |
|
...
...
| understand your request efficiently and effectively. |
|
...
Know More about Your Request / Ticket / Issue2.1) Issue urgency |
...
...
2.2) Escalation LevelsLevel 1: General Support |
...
...
Level 2: Support Team Managers |
...
...
...
...
...
...
- JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the Personal Assistants.
...
...
Billing Info:
Image Removed
...
...
- CC: Woon Yu Fang (Finance Team) -
|
...
...
...
- : General - @waveletaccount
|
| Panel |
|---|
3) How to Check My Request / Ticket / Issue Status |
...
- Click the icon:
 Image Modified - Fill in the Request/Ticket/Issue number (ex: WH-XXXX) into "Search" Text Box to search for the particular issue.
|
...
- Alternately, you may add issue number right after the links shown as
|
...
...
...
 Image Added
|
Image Removed
Image Removed
...
 Image Added
 Image Added
| Title | Description |
|---|
| Role Examples | Creator : |
|
...
lemonolw Participant : Ong lay |
|
...
wen Wavelet's Team : Lwen (Watcher, PA to CEO) , Sherry Loh ( Task owner / Assignee , technical support ) |
|
...
Understand the story happened above : - "Lemonolw" who is the account executive of the Company ABC that using wavelet ERP system.
- She
|
...
- was facing problem to get Wavelet's EMP user guide.
- She recalled, Wavelet project manager advised her to make use of " Wavelet Helpdesk" whenever she
|
...
- encounters problem during project implementation.
- Thus, she quickly registered an account, login and created issue (WH-8941). She also added "
|
...
- Ong lay wen" which is her team lead.
|
...
...
- would be able to view the issue and receive Email of the particular issue status update
|
...
- .
- Within 2 weeks time (Minor
|
...
- Issue), she received comment from " Sherry Loh" .
- Issue status
|
...
- changed from
 Image Modifiedto  Image Modified. - She
|
...
- was happily to announce that she
|
...
- had successfully resolved her problem.
|
...
Add Participant for Receiving Status update - Click
 Image Modified
|
...
...
- in Participant email address.
- Email notification will be send out to
|
...
...
- indicate that He/She is being invited to receives status update for the particular ticket.
- Email notification will be send out to the
|
...
- Participant wherever there is an update on the particular ticket.
|
...
Image Removed
Image Removed
...
...
...
...
...
...
Image Removed
Image Removed
...
 Image Added
 Image Added
|
