Monthly Generic Support Ticket Creation Process

This document outlines the monthly procedure for creating generic support tickets in Jira Service Desk.

Prerequisites

• You must be logged in as an OPS user in Jira.

Step-by-Step Procedure

1. Access the Customer Service Desk Portal: Navigate to the specific customer's Jira Service Desk portal using the base URL below, replacing [CUSTOMER_ID_NUMBER] with the relevant ID from the list provided in the next section. https://quintessence.atlassian.net/servicedesk/customer/portal/[CUSTOMER_ID_NUMBER]

   Customer Service Desk Portals

   • A3: https://quintessence.atlassian.net/servicedesk/customer/portal/9
   • AID: https://quintessence.atlassian.net/servicedesk/customer/portal/10
   • EW: https://quintessence.atlassian.net/servicedesk/customer/portal/7
   • LG: https://quintessence.atlassian.net/servicedesk/customer/portal/13
   • OS: https://quintessence.atlassian.net/servicedesk/customer/portal/8

   Note: For the following customers, no new support tickets need to be opened as part of this specific monthly process. Their portals are listed for reference:

   • DTD: https://quintessence.atlassian.net/servicedesk/customer/portal/12
   • TRA: https://quintessence.atlassian.net/servicedesk/customer/portal/11
   • LH: https://quintessence.atlassian.net/servicedesk/customer/portal/5

2. Create New Support Issues: Open new support issues for all customers listed above (excluding DTD, TRA and LH, as specified in Step 1).

   • Set the Status to Minor.
   • Set the Environment to both Prod and Test.

3. Set Initial Status to OPEN: Ensure all newly created tickets are set to OPEN.

4. Set Components: Apply the appropriate components to each new ticket.

5. Send Email Notification to QCALL: Send an an email to QCALL listing all new Jira ticket numbers created during this process.

   • Important: This email should also include any DTD and LH tickets that were opened directly by the customer (even though you did not create them in this process).

6. Close Previous Month's Tickets: After sending the notification, close all generic support tickets from the previous month.

Example Email

An example of the email format for QCALL is shown in the image below. This typically includes a structured list of the new tickets by customer.