JIRA User Guide

1. When a customer submits a support email, JIRA will automatically create a support ticket and set the status to New. 

2. The SLA timer on the support ticket will start. 

3. The customer who logged the support ticket will receive an automatic notification from JIRA confirming the ticket number, and the details (see below):

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The SLA timer on the ticket is located on the top right-hand side. It looks like the below and contains three categories, which are dependent on the Priority of the ticket 

• Time to First Response: The length of time taken to send a first meaningful response to the customer

• OLA: The maximum length of time each OLA group (Level 1, Level 2, Level 3) can spend on a ticket before it has to be escalated to the next support group, or resolved. This stops a team member holding onto a ticket for a long time. 

• Time to resolution: The length of time remaining to resolve the ticket

The SLA timer is active when you see the clock symbols. It pauses when the ticket is on one of the 'Waiting' status'. 

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Ticket Categorisation involves the support agent inserting the correct Service and Component fields on a ticket. 

Use the following steps:

1. Read the Description of the ticket

2. Check the Service field is set correctly 

3. Add a Component to the ticket based on the Description. If you are unsure of the Component, select 'Component Not Complete' until you get further clarification on what component to assign 

The steps below describe how to edit the Service and Component field 

1. Click on Edit

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2. Click on the Service dropdown and select the service that best matches the ticket

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3. Click on the Component(s) dropdown and select the Component that best matches the ticket 

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4. Click on Update when complete

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Ticket Prioritisation & Activation involves the support agent setting the correct Priority and Activating the ticket.

Use the following steps:

1. Read the Description of the ticket

2. Set the correct information for Impact and Urgency

3. Activate the ticket by clicking on Activate. This will assign the ticket you yourself, and set the status of the ticket to New

The steps below describe how to edit the Impact & Urgency fields, and how to Activate the ticket

1. Click on Edit

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2. Update the Impact and Urgency fields by clicking on the dropdown. The Priority of the ticket will automatically be calculated

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3. Click on Update 

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4. Click on Activate from the ticket top menu, and the status of the ticket will change to Active (from New)

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Investigation, diagnosis & first response involves the support agent analysing the ticket and attempting to fix the issue. The support agent provides the user with a meaningful First Response to fulfil the First Response SLA timeframe. 

The support agent can send a First Response by using any one of the following options :

1) Clicking on Confirmation Required

2) Clicking on Information Required

3) Resolving the ticket as first time fix

4) By inserting a comment on the Comments box of the ticket. 

Click on the following sub categories to view instructions for each item. 

Changing the ticket Assignee

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. Click on Edit. This will open the ticket edit screen which allows editing the various fields of the ticket

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3. Edit the Assignee field by typing in the username/email of the new Assignee

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4. Click on Update when finished

Confirmation Required

The Confirmation Required button must be used when you require the user to confirm to a question that you have asked.

E.g.

• "Please confirm that you are using Windows 10?"

• "Please confirm the issue is now resolved?"

• "Please confirm that I can now close this ticket as I have not heard back from you?"

 

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. Click on Confirmation Required

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3. Type the message to the user and click on Confirmation Required

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4. The status of the ticket will change to Waiting for Customer Confirmation

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5. When the user replies back the status will change back to Responded

6. Click on Activate to start working on the issue. The status will change to Active

Information Required

The Information Required button must be used when you require the user to provide more information.

E.g.

• "Please can you send me a screenshot of the issue?"

• "Please can you provide the number of people / offices affected?"

• "Please send me the log file of the error so I can investigate further?"

• "Please let me know when you have availability so we can have a MS Team call?"

 

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. Click on Information Required

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3. Type the message to the user and click on Information Required

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4. The status of the ticket will change to Waiting for Customer Information

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5. When the user replies back the status will change back to Responded

6.  Click on Activate to start working on the issue. The status will change to Active

Closing a ticket using First Response

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. If you have a First Response Fix for the ticket click on Workflow then Resolve.

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3. Select the Resolution type from the dropdown menu 

4. Type the resolution for the issue within the Comment box

5. Click on Resolve

 

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6. The status of the ticket will change to Resolved

Escalation is the process of assigning an issue to a more experienced support agent e.g. from Level 1 support to Level 2 support

If more technical support is required the support agent Escalates the ticket to the next support level with supporting evidence of the work completed to-date. The supporting evidence should be placed within the Comments box of the ticket. Make sure the comment is set as 'Comment Internally'.

If the ticket requires Triage; the support agent contacts colleagues from other applications and ticket ownership is transferred along with evidence, and the reason for triage.

Use the steps below to acheive one of the following:

Escalating the ticket to the next support level

The steps below describe how to edit the Escalate a ticket to the next support level. 

1. Click on Workflow from the menu, then select either Move to L2 or Move to L3 

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2. Set the Assignee of the ticket by clicking on Assign from the top menu, then typing in the name within the Assignee field, then clicking on Assign button

If you do not know who to assign the ticket, select Unassigned. This will leave the ticket assignee blank.

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Applications Services: Escalation Process

The steps below describe the escalation process within the Applications Services team, when a ticket needs to be escalated to the Level 3 team. 

In this scenario the support agent has carried out all the troubleshooting steps, and got confirmation from the Level 2 team that the ticket can be escalated to the Level 3 team. 

 

1. Click on the Label field on the ticket, and type in Escalation, then click on the tick to confirm

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2. Insert supporting comments within the Comments box of the ticket on why this issue needs to be escalated to the Level 3 team. Make sure the comment is set as 'Comment Internally' 

3. The ticket will then be displayed on the Escalation Dashboard and ready to be discussed in the daily stand-up meetings 

 

For detailed clarity on the Escalation process speak with your Team Leader. 

 

Triaging the ticket

Triage is the process of transferring a support ticket to the correct support team.

• In situations where a support agent is certain which service a ticket belongs to they should transfer the ticket to that service along with evidence, notes, and reason for triage within the Comments section of the ticket.

• In situations where there is not definite clarity on which service the ticket should be moved to, the support agent should seek clarification from the Team Leader

Use the following steps when Triaging a ticket to another service 

1. Add the relevant comments and supporting evidence on the ticket providing a reason on why the ticket is being triaged

2. If the ticket needs to be moved back to the original queue (e.g. ProSave queue); put a comment requesting the ticket be transferred back to the original service when the activity from the other application is complete

3. Add the label ‘Triage’ to the ticket, then click on the tick to confirm

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4. Change the Service field to the service the ticket needs to be moved to

 

If you are unsure on which service to transfer the ticket, follow steps 1-3, and discuss the ticket with your Team Leader and they will raise the ticket in the daily Applications Triage meeting to identify the correct service. 

For detailed clarity on the Triage process speak with your Team Leader. 

 

The Request Business Support button must be used when you require support, or are working with the Business Support Teams. The assignee of the ticket must NOT be changed to a Business Contact. 

You can email the Business Support contact directly using the email functionality in JIRA, or copy and paste the Outlook email content onto the JIRA ticket comments screen as evidence. 

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. Click on Workflow then click on Request Business Support

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3. Type the message to the user and click on Request Business Support. 

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4. The status of the ticket will change to Waiting for Business Support 

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5. When you have received the information from the Business team, click on Respond to Support which will change the ticket status to Responded

6.  Click on Activate to start working on the issue. The status will change to Active

If you need to update the customer whilst waiting for the Business/Vendor type your message within the Comments screen click on 'Share with Customer'. 

For Internal comments that the customer should not see or be notified on click on 'Comment internally' 

The Request Vendor Support button must be used when you require support, or are working with the Vendor. The assignee of the ticket must NOT be changed to a Vendor Contact. 

You must copy and paste the Outlook email content sent to the Vendor onto the JIRA ticket comments screen as evidence. 

1. Open a support ticket by searching for it in the search box (top right), or an alternative preferred method

2. Click on Workflow then click on Request Vendor Support

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3. Copy and paste the Outlook email content sent to the Vendor and click on Request Vendor Support. 

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4. The status of the ticket will change to Waiting for Vendor Support 

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5. When you have received the information from the Vendor, click on Respond to Support which will change the ticket status to Responded

6.  Click on Activate to start working on the issue. The status will change to Active

If you need to update the customer whilst waiting for the Business/Vendor type your message within the Comments screen click on 'Share with Customer'. 

For Internal comments that the customer should not see or be notified on click on 'Comment internally' 

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To resolve the ticket use the following steps:

1. Confirm with the customer that the issue can be resolved, by using the Confirmation required button. 

2. Click Resolve once the customer confirmation is received

3. Select a resolution category from the dropdown menu

4. Add the resolution comments within the Comments box. This must be the high level steps taken to resole the issue

5. Click on the Resolve button

The table below provides information on when each Resolution Option can be used. 

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• When the ticket has been resolved the customer has a period of 3 days to respond and re-open the ticket

• If the customer responds to the ticket within the 3 day period the status of the ticket will change to re-opened

• There may be occasions when a customer replies with a “Thank You” causing the ticket to re-open. In such situations the ticket must be resolved again to set the status to ‘Resolved’

• After the 3 day period the ticket automatically changes to the Closed status after which the customer cannot re-open the ticket