User guide for the new support system

https://instech.atlassian.net/servicedesk/customer/portal/2

 

 

You can also read the user guide as a .pdf document here (login required).

Contents

1 New support system 
2 Request types 
3 Report an INS2000+ problem request 
4 Share your request 
5 View requests 
6 Private requests 
7 How to get portal access for a co-worker 

 

1 New support system

ITS has changed to a new support system; Jira. From this moment and on, no new support requests are possible by email. All new support request will must go through the new Jira support portal. If you have sent support requests recently, you should already have received an invitation to join the portal through your personal login. If you haven’t received an invitation, chapter 7 further below, which explains how a co-worker with access can request access also for you.

https://instech.atlassian.net/servicedesk/customer/portal/2

In a transition period,  existing support cases will be finished using the old support system, TeamPortal. But no new requests are allowed in this system (email reporting).
The new portal will continue to grow it’s functionality as we progress further. With time you will be able to search for solutions, user guides and more through the portal. But not all of this is available at present.

 

2 Request types

The Jira support portal gives a few request types to chose between. Each of these has a specific use.


Common Requests:
1 – Report an INS2000+ problem
This is the standard form to choose if you have an error, problem or things not working in INS2000+. Read the description of this form’s field in chapter 3.
2- Questions or suggestions
Use this form to ask general questions which are not releated to an INS2000+ error or problem, request regarding workshops or assistance.
3- Change request
Use this form when you or your company wants request a new funcionality and/or change of an existing functionality in INS2000+.

 

Login and Accounts
1- Fix an account problem
Use this if your user account has issues, or doesn’t work, or if one of your co-workers accoutn has similar issues.
2- Onboard new employees
Use this form to provide details for an existing co-worker, or a new employee that needs access to the Jira support portal.

 

3 Report an INS2000+ problem request

Explanation of the fields in the form for Report an INS2000+ problem

Summarize the problem:  Title with description of the issue
Summary: More detailed description of all the information and details about the issue.
Attachment: (optional): Add documents, files or pictures to illustrate and document the issue
Select a component: Drop down list of INS2000+ modules or related components
How urgent is this? (optional): You may provide your own urgency status.

What’s the impact? (optional): You may describe how extensive the issue is, as in how many/much is affected. e.g. If it impacts x people, select Significant.
Frequency (optional): How often have this issue occurred?
Software version: Which version number of INS2000+ did this issue happen in? e.g. 3.9.0.40 – stated at the bottom line of the INS2000+ window.
Database environment: Is this your test or your production environment? Does your company have several databases, you must provide which database this issue occured in.
Reference number: Add an identifying reference needed to locate the affect issue. E.g. Covernote number, risk number, claim number, auditlist number etc.
Request nature ( Share with YourCompany or Private). Read more about Private requests in chapter 6.

Unless otherwise stated, all fields are mandatory (must be filled in).

4 Share your request

When you send a request, you are the Reporter. You can share Your request with additional People in Your Company and keep the updated on any communication regardign this request by accessing the request in the Jira support portal and Share the request with all persons you want to follow the case. You can at any time see who the request has been shared with. Only the reporter of a request can share with others or removed shared.

You can add as many People as you want to follow your case, but you are only allowed to share with persons within your company, that already have a user account and access to use the Jira support portal. Simply start typing in the name or email of the person you want to share the request with. The form with start to give live suggestions based on search results within your company. Click the correct person in the suggestion list to share with that person.
If you want to add more than one person, simply start typing in the next person’s name or email after you clicked on the first one in the suggestion list. Once all persons you want to add are in the list, click on Share.

You can chose to share your request with persons within your company at any time, early in the case history or later. But you can not choose who to share with, before you have createdthe request.

Share with someone who doesn’t have access to the support portal?
If you want to share a request with person in your company, that does not have access to the Support portal, you will need to request access for that person here first. Or you can read the article about how to request access for your co-workers in chapter 7.

If you have a Private request, that you later want to share, you can chose to do so at any time after the request has been created.

Remove shared request
You, as a request reporter, may at any timealso choose to remove those whom the request has been shared with. Simply click on remove under the persons or your company name in the list on the right side Shared with. If the request is shared with your company, and your remove the company and no one else but you is listed under Shared with, then your request has effectively become a Private request. Read more about Private request and how that affects the request in chapter 6.

You may only share your request with support portal users from your company. This is for security reasons.

 

5 View requests

Using the Jira support portal, you can access all of your own and your company’s cases at any time. Just go to the portal at https://instech.atlassian.net/servicedesk/customer/portal/2 and check for Requests in the top right corner. If you don’t have access to the portal, you must get a co-worker that has access, to request access for you.

You will get a few options. The first option is your own requests My requests. The next options is all request from your company, which in this case is TestIts , and the last option is all these request view in the same list All requests.

 

Please note, there is a feature on request called Private request. Read more about how this affects listings of requests in chapter 6 below.

6 Private requests

When you submit any type of request, each form lets you choose whether or not to share your request with your company, or to make it a Private request. Default is to share with your company. In this example Share with TestIts.

You must make an active choice to make it a Private request.

 

What happens when you make a request Private?
When you make a request Private, no one else in your company or others can see your request listed, and they can not see any details of the request. They don’t know it exists. ITS support agents can of course see the request and its details.

When if I want to share my request later?
You can later choose to share your private request with specific persons in your company. Please read chapter 3 about how to share your request with others in your company.

Please note, you can not make a Private request shared with your company in one step. You will need to add specific persons to your share list. If you want to share with all in your company later, you will need to add each one of them to your share list.

 

7 How to get portal access for a co-worker

If a new employee or co-worker needs access to the Jira support portal, you can order it through the portal.

Use Login and Accounts on the left menu > The chose Onboard new employees.