Service request

A request submitted by a customer in relation to a service SSD provides.

All service desks

Incident

Functionality is not working as designed or intended.

All service desks

In person support

Impromptu support provided to an end user in person. i.e., customer stops you in the hall, walk-ups that have multiple different requests.

Internal (TSD) service desk

Timekeeping correction

Technology Services support for internal department missed/corrected punches.

Internal (TSD) service desk

Loaner equipment

Equipment loaned out to customer.

Internal (TSD) service desk

Hardware repair

A device that needs repair.

Internal (TSD) service desk

Change request

Formal request, by the customer, for a new feature or an improvement, enhancement, or adjustment to an existing feature or application.

Internal (TSD) service desk

Security issue

Support provided for security issue.

Internal (TSD) service desk

Purchasing request

This request type is for replacement/new peripherals (mouse, keyboard, headphones, etc…), cables, connectors, docks, and other various items. These requests do not include computers, tablets, phones, and/or office supplies.

Internal (TSD) service desk

Remote learning

Support provided for remote student learning.

Internal (TSD) service desk

Feedback

Feedback submitted from customer.

Internal (TSD) service desk

Problem

Track underlying causes of issues.

Internal (TSD) service desk

Post-incident review

Document and share incident learning.

Internal (TSD) service desk

Email request

Email sent from customer to the Service Desk.

All service desks

Job task

A task that is not related to a project/fix version or end user support. For a list of job task foci, click here, https://ssdmo.atlassian.net/wiki/spaces/TSKC/pages/1690468397

Department, division, workgroup

Bug

A problem which impairs or prevents the functions of the product. SSD is responsible for development.

All Projects, applications, divisions, workgroups

Conducting training

Issue type to be used to document time spent training.

All Projects, applications, divisions, workgroups

Epic

Issue type that allows a major fix version to be further broken down.

All Projects, applications, divisions, workgroups

Fix version

This issue type tracks details related to a project/fix version/release in a project container.

All Projects, applications, divisions, workgroups

New functionality

A new feature or an improvement, enhancement, or adjustment to an existing feature or application. SSD is responsible for development.

All Projects, applications, divisions, workgroups

Project task

A task that needs to be done for a project. For a list of project task foci, click here, https://ssdmo.atlassian.net/wiki/spaces/TSKC/pages/1690402973

All Projects, applications, divisions, workgroups

Proof of concept

An issue type meant to determine the feasibility of the idea or to verify that the idea will function as envisioned.

All Projects, applications, divisions, workgroups

Story

Issue type related to a project request that has not been refined enough to become an active project/fix version.

All Projects, applications, divisions, workgroups

Test

Project, application, division, workgroup

All Projects, applications, divisions, workgroups

Vendor - Bug

A problem which impairs or prevents the functions of the product. Vendor is responsible for fix.

All Projects, applications, divisions, workgroups

Vendor - New functionality

A new feature or an improvement, enhancement, or adjustment to an existing feature or application. Vendor is responsible for development.

All Projects, applications, divisions, workgroups

Goal

Highest level objective within Technology Services.

Technology Services

Initiative

High level objective that further refines a goal.

Technology Services