JSM Workflow: As an Admin, I want to status tickets that are open to closed
Access the Jira Service Desk Board and noticed that there are two columns: Open and Closed Either drag and drop the completed issue from Open to Closed, or access the ticket details and change the status from Open to Closed. You will be prompted with a complete request window where you will need to respond […]
JSM Workflow: As an Admin, I want to receive ticket creation/update notifications that end users submit through the portal or through email
As the appropriate email out and teams integrations have been configured with the Jira Service Management project, you should receive notifications through these external mediums. Through email, you will receive an email notification that looks like this: Through Teams, it will look like this: If you select View issue, you should be able to access […]
JSM Workflow: As a User, I want to submit a ticket using the helpdesk portal
Open the end user help desk portal: Select a specific request type. In my case, I will choose Plumbing. Based on the profile you are signed into prior to this interaction with the portal, the field: Raise this request on behalf of will be auto-filled or remain blank. In the case it’s blank, please fill […]
JSM Workflow: As an Admin I want to add a new service request type
In the Jira side menu, select Project Settings. Then select Request Management > Request Type > Service Requests to access the list of service request types that currently exist. You will see a list of request types that exist on the user facing helpdesk portal and requests that are hidden from users. On this screen, […]
Transitioning to Jira Service Management
Transitioning a SolarWinds helpdesk for over 6 departments to Jira Service Desk. The phases of transition include: Requirements Gathering & Initial Configuration: This process involves various meetings with key stakeholders to gather information on the old system’s pain points, existing/unused features, and general user sentiment. Using this information, create an overall system transition feasibility document […]
Town of Nanton RFP Proposal
In leading the project management efforts for the Town of Nanton Website Redesign RFP, I orchestrated a comprehensive approach that involved close collaboration with both internal and external stakeholders. Crafting a compelling RFP proposal required a thorough understanding of our company’s profile, project development approach, and management strategy. I actively engaged with internal teams to […]