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Phuong Nguyen (Unlicensed)

Phuong Nguyen (Unlicensed)

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titleJira Service Management

  • Access to Jira Service Management and select project “6. EDMA Helpdesk (EH)”

  • Select “Queue”

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  • Select “Assigned to me”

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  • You can work everything in this ticket (change the status, add the approver by adding that person in “Request participants”, add “Comments” by using “Add Internal note” or “Reply to customer”

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titleSlack (SM-Assist)

  • When user raises a request and the ticket is assigned to you, you will receive the Slack message via SM-Assist as below

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  • You can add comment by responding via Slack, assign the ticket to another person or add the Followers (person who you need additional approval) by clicking “Edit” button.

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  • Change the status of the ticket by clicking “Change Status”

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