Technology

ITS Request Ticketing System


This page is designed to be a quick-reference guide for the ticketing system being used by the Law School Helpdesk.

Sign-In

As soon as a request ticket is created for you, or when you create your own request ticket, an email will be automatically sent to you with a link to your ticket. After clicking this link you may need to sign in to the Law ITS Request System. You will need to use your NYU NetID and password.

Create a Ticket

If you want to create a request ticket, you need to sign into the system at http://jira.law.nyu.edu/ using your NetID and password. Click the "+Create Issue" link in the top right corner of the page.  Accept the Helpdesk project type and set your issue then click on the "Create" button.

   1. Select the object of your inquiry from the dropdown list.
   2. Type a short description of your issue (required).
   3. The remaining fields are optional (Priority, Due Date and Description). Any information you add to describe your issue will help, but is not required.
   4. Click on the "Create" button.

Display

Once you have signed in, you can see your ticket. Your ticket will display information on its current status, the description of your problem and any updated comments that you or the assigned technician have entered.

For this request , the ticket number is Helpdesk-13. The issue type is a Request for Services.

  • The issue has been reopened.
  • Its priority is Major
  • It has not been assigned to a technician.
  • The reporter (User) is our test account.

Additionally you can see the description (created when the ticket is opened) and comment areas of the ticket. When comments are made on your issue by the User or a Technician, they will be shown in the comments area.

Operations

Once you view your ticket what can you do? You can:

  • check its status
  • update your request ticket by commenting on it
  • add a document as an attachment as an example of your issue
  • add a screenshot to help explain your request
  • add a Watcher to your request ticket

Your list of Operations are listed below your ticket description.

  • The most common thing you'll do is comment on your issue. Click the "Comment" link under operations and you'll have a field to add additional commentary to your ticket, whether it be something else regarding your issue or a response to a comment left by a technician.
  • In order to attach a file, click the "Attach File" link under operations, browse to the file you want to upload and select it. You may also type in a comment (optional) before attaching your file to the ticket.
  • Attaching a screenshot is slightly different.

    a. Click the "Attach Screenshot" link. This will open up a popup window.

    b. Should you be prompted to accept the certificate from Atlassian; you should do so by clicking "OK".

    c. You may then have to click on the Java image, or hit the spacebar or "Enter" to access the attachment window.

    d. Once the window is open, you can take your screenshot of whatever you'd like to show on the ticket by pressing the Print Screen button on your keyboard (PrtSc), and then going back to the attachment window and pressing the "Paste" button.

    e. You may then comment (optional) and press the "Attach" button.
  • You can add another user as a Watcher to your ticket. By default, you and your technician will receive emails on actions to your ticket. If you want someone else to be able to track your issue and receive these updates, click the Watching link. Aside from showing current watchers, you can add a watcher by clicking the people icon and searching for that user. Once you have found the User you want to add, click the Add button. You should be aware that any User may choose to stop watching an issue at any time, but as a Reporter, you will continue to receive updates on your ticket.