Using and viewing organizations

Owned by William Johnson
Last updated: Jan 17, 2023
3 min read

Below are steps on how to add organizations to a issue and once your organization is added to an issue, how you view it.

Adding organizations to issues

These steps are from the perspective of the TSD service desk agent.

  1. Open an issue.

  2. In the Details section locate the Organizations field and enter in “Assistive Technology” and/or “Augmentative Communication”.

  3. Once one or more organizations are added to the issue, the members of that organization are now able to view the issue in the customer portal.

Viewing issues added to your organization

These steps are from the perspective of the Assistive Technology and/or Augmentative Communication organization member.

Organizations are manually adjusted by the Jira Administrator. If you need to add/remove members of your organization, then please submit a help desk ticket with the details of the names and email addresses of the members.

Organizations are identified groups of customers in a project. For the TSD project there are two customer organizations: Assistive Technology and Augmentative Communication. Each organization behaves like a customer of the project and not an agent.

Customers interact with service desks through the customer portal, https://ssdmo.atlassian.net/servicedesk/customer/portals. It is highly recommended that you bookmark this URL in all your browsers and PC’s you interact with. the customer portal view is very different from the agent view.

Agents interact with service desks through their projects, https://ssdmo.atlassian.net/jira. Some of you may be in multiple projects, but most will be in the Student Services project. This view of an issue is very different than the portal view.

Below are the steps to view an issues added to your organization

  1. Go to https://ssdmo.atlassian.net/servicedesk/customer/portals and login.

  2. In the top right corner of the screen, click the Requests button and select one of your organizations from the list.

  3. All the issues using that organization will appear on the next screen.

  4. You can filter the list in a few different ways.

    1. Search by text in the title or description of the issue

    2. Narrow by Open or Closed requests or even by status.

    3. Filter by category and organization.

    4. Narrow by request type

       

  5. To view an issue click on the reference key or summary.

  6. On the portal issue screen you may view any form details completed, comments between the TSD and the customer. You may add comments to the issue as well.

  7. You may turn on notifications, if you want to be updated through email about status changes and comments on the issue. If you leave notifications off, you will not be emailed about any changes to the issue (unless you are the reporter or shared participant)

  8. Sharing allows you to add an individual by name or email. this adds them as a requested participant. you may also add an Organization here if you want as well. For example, I made a request in TSD, but I know my entire organization needs to be added, I can add them here. Service desk agents can also add organizations in their view.