Guideline - Data Access request via Jira Service Management

This is to provide the guideline for EDMA team members to handle Data Access request via Jira Service Management (JSM).

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 via SM-Assist and request to add your email under “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”

More details on the other status - please refer to the table below

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
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 The request will be assigned automatically to Kiran for QuickSight/Snowflake. The request will be assigned automatically to Aksha for Tableau
	Reporter	User raises the request.
	Request type	QuickSight Access request: User chooses this option when they want to have/delete QuickSight access Snowflake Access request: User chooses this option when they want to have/delete Snowflake access Tableau Access request: User chooses this option when they want to have/delete Tableau access
	Request participants	When user requests Snowflake/QuickSight access, Karthik and Sid will be added automatically as “Request participants”. This is to make sure backup structure once Kiran is on leave. When user requests Tableau access, Karthik and Anwesa will be added automatically as “Request participants”. This is to make sure backup structure once Aksha is on leave. When an external user is needed to approve this request, we can add him/her in the 'Request participants” and mentioned him/her in “Reply to customer”. This user will receive an email and they can reply the email directly with his approve/decline comment. All of information will be recorded under JSM ticket
	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.