User guide - Jira Service Management customer
Welcome!
Your organization has implemented/upgraded their service desk in order to provide better, faster responses to your requests. This guide will explain how to use the new service desk.
Make a Request
To place a request, navigate to the Help Center.
Select the appropriate Service Desk.
Click on the category that corresponds with your request.
You will see a list of request types. Select the most appropriate option.
Complete the fields on the screen, then click Send.
Edit a Request
There may be times when you need to edit the information that was submitted with a request. A service agent will "open" your submitted request form in order to make it editable. To edit the request:
Go to the service desk.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on My requests.
Click on the appropriate request.
When the request opens, you will see a list of all of the forms associated with your request. Click on the form you wish to edit. (Only forms which are Open can be edited.) The form will open in the viewer below.
Click the Edit button.
Fill out the form and click Save and Submit.
Alternatively, you can Save your work in progress and submit the form at a later time.
Fill Out a Follow-up Form
A service agent may need follow-up information and may ask you to complete a second form on the same request. To complete a second form:
Go to the service desk.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on My requests.
Click on the appropriate request.
When the request opens, you will see a list of all of the forms associated with your request. Click on the name of the new form. The form will open in the viewer.
Click the Edit button.
Fill out the form and click Save and Submit.
Alternatively, you can Save your work in progress and submit the form at a later time.
Move Between Forms
You can easily navigate between multiple forms on a request.
Go to the service desk.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on My requests.
Click on the appropriate request.
When the request opens, you will see a list of all of the forms associated with your request. Click on the name of the desired form. The form will open in the viewer below.
A flag in the form list will indicated which form is displayed in the viewer.
Download a PDF of the Request
You can download a PDF of any request form or follow-up form for easy portability. To download a PDF:
Go to the help center.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on My requests.
Click on the appropriate request.
When the request opens, you will see a list of all of the forms associated with your request. Click the indicated form.
Click on the ... button.
Click on Download PDF.
Find Requests You're Participating In
Jira Service Management not only allows you to manage requests you submit. It is also a portal for participating in or (for selected users) approving requests submitted by others.
To view request that you are participating in:
Go to the help center.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on All requests.
Use the filters to select Where I am a participant.
Find Requests Awaiting Your Approval
Jira service management not only allows you to manage requests you submit. It is also a portal for participating in or (for selected users) approving requests submitted by others.
To view request that you need to approve:
Go to the help center.
You will see a counter with the your total number of open requests in the upper right hand corner of your screen. Click on the counter.
Click on Approvals.
