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Otherwise, raise a ticket to IT via SM-Assist and request to add your email under “Invite team”
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When user raises a request via SM-Assist to EDMA team, a Jira ticket will be created and assigned to one of our EDMA team member.
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Assignee: EDMA team member to handle this request
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Request participants: a person who we want to notify or want them to review or approve the request. They will receive an email to notify about the ticket.
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Features | Name | Description |
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Queue | All open | All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status and sorted by on request’s created date. |
Assigned to me | All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status and assigned to you and sorted by on request’s created date. | |
Unassigned issues | All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status |
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and NOT assigned to anyone else. This scenario is rare, but has to review as no one is handling it. | ||
Canceled tickets | User can request to Cancel the ticket. Once it happens, EDMA team member will revert the changes depending on the request. | |
Declined tickets | All declined requests (due to a number of reasons) is listed here. | |
JSM Ticket | Assignee | The person is currently handling the request. When user creates a new request
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Reporter | User raises the request. | |
Request type |
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Request participants |
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Add internal note | To communicate between internal team members (EDMA members having JSM access), you can use “Add internal note”. User can’t see the comment | |
Reply to customer | To communicate to the user or other “Request participants”, you can use “Reply to customer”. User can see the comment via Slack. | |
Workflow | Our current workflow  | |
Knowledge base | Articles | All “How to articles” are documented under EDMA Helpdesk confluence. It is to share the knowledge to both internal and external users. You can click on “Create article” and add the content.
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