This is to provide the guideline for EDMA team members to handle Data Access request via Jira Service Management (JSM).
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🛠️ Process Flow
New Data Access request
Delete Access request
👉 Instructions to use EDMA Jira Service Management
Prerequisite
You must have a license to handle ticket via JSM.
To check if you have a license, click on this link - https://siteminder.atlassian.net/jira/servicedesk/projects/EH/section/service-requests/custom/89
If you can access and see similar screen below (the content on the right hand side may be different), it means you have the license.
Otherwise, raise a ticket to IT ICT via SM-Assist and request to add your email under “Invite team”“Invite team”
How to manage the requests
Via Jira Service Management (JSM)
Access to Jira Service Management and select project “6. EDMA Helpdesk (EH)”
Select “Queue”
Select “Assigned to me”
You can do everything in this ticket.
Add the approver by type the person name in “Request Participants”
Communicate internally between EDMA team members by using “Add internal note”
Communicate with the user by using “Reply to customer”
Via
Slack (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
You can
Add comment by responding via Slack. It will communicate directly to users
Assign the ticket to another person (Assignee) or add the approvers (Followers) by clicking “Edit” button.
Change the status by clicking “Change status”
If you want to communicate internally (not visible to users), type :lock: in front of the message (the icon below displays - it means the communication is only visible to internal EDMA team.
Other information
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.
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 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 | Tableau Support
Snowflake Support
Data Quality team support Sales Support
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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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