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Creating New Issues
Creating issues requires basic fields to be populated in order to process a request.
Project - Appropriate workspace, if applicable. (ie: EHR, IT, Space, Facilities, SSOSSBO)
Issue Type
Requests - Customer request for work to be completed.
General Support - A request created through the portal (by a customer or a team member)
Email Request - A request created as an email that is received by the system.
Task - Internal issue between team members, not initiated by a customer.
Project - Internal issue between team members to track project work.
Other request types will vary depending on your team’s configuration.
Summary - A brief summary of the request with keywords. ie: John Smith EPIC login issue, Printing Issue at 20401701, etc.
Description - A thorough description of the issue with as much useful information as possible regarding the request.
Raise this request on behalf of: Choose the customer’s name.
Note: Customer information is limited to just their email address.
External Request Form
This is what the customer will see when they submit a request through the Jira portal. This form will vary slightly depending on the configuration of your team’s space.
Attachments can be very useful in speeding up the processing and resolution of a request. Recommended attachments are screenshots of error messages, documents with errors, photos of problems, etc.
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Internal Request Form
This is what internal team members will see when creating a request in Jira. This form has more fields for more information that will be entered by team members during while processing requests.
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