^{Appendix D → Support Tickets}

Support Tickets

JIRA Overview

KG Hawes uses JIRA as its Help Desk portal. All of our ARTrail® clients are set up with a JIRA account upon implementation so that they may report functionality issues.

Log In to JIRA

• Click here to access the JIRA login page.
• Type in your Username.
• Type in Your Password.
• Place a check mark within the Remember Me check box if you want your browser to remember your log-in credentials.
• Click on the Log In button.

^{[Fig. 1]}

JIRA Forgotten Password

• From JIRA's JIRA's Log In page, click on the Can't access your account? link. A confirmation screen will appear that a Reset password link has been sent to you email.
• Open the password-reset email from the email account that was used when your KG Hawes JIRA account was set up.
• Click on the password-reset link provided in the email. The Reset Password page appears (Fig. 2).
• Type in your New Password.
• Confirm your New Password.
• Click on the Reset button. You should receive a confirmation message that your password has been updated. You will be provided with a link to log in.
• Click on the log in link provided and the login page will appear.
• Enter in your new credentials.

^{[Fig. 2]}

JIRA Dashboard

Once you are successfully logged in, you will be directed to the JIRA dashboard (Fig. 3).

^{[Fig. 3]}

Create Ticket

• From the JIRA dashboard, click on the Create button located in the top navigation bar (Fig. 3). The Create Issue popup appears (Fig. 4).
• Fill in the form with your issue's pertinent details. NOTE: You will need to scroll down to view the entire form.
• Click on the Create button to submit your ticket.

^{[Fig. 4]}

Field Definitions for Create Issue Popup

• Project: Select the project that applies to your agency.
• Issue Type: Make a selection from this field.
• Summary: This should be a very brief, but descriptive summary of the issue. You will be able to add issue details in the Description section.
• Description: Type in a detailed description of the problem. NOTE: It is always helpful to submit screenshots. You will be able to do this in the Attachment section below.
• Priority: Select a priority.
• Labels: Type in the issue area. For instance, if the issue you are reporting pertains to the Consumer Profile screen, type in the letter 'C'. All labels beginning with the label 'C' will begin to populate within the select dropdown. Once you see your label area, click on it to select it.
• Attachment: Click on the browse link to open up your system's File Upload popup. From here, locate the file (i.e., image and/or document) in your system that you would like to attach to this JIRA ticket and then click on the Open button.
• Assignee: If this option is available to you, make an assignee selection from this field (i.e., the person you want to assign the JIRA ticket to); otherwise, ticket assignees are generated automatically.
• Epic Link: Make a selection from this field if applicable.
• Code Review Checklist: Place a check mark within each check box that is applicable to the issue you are reporting.
• Secondary Reporter: Use this field to enter in the name of the secondary reporter (i.e., this is usually the person that brought the issue to the primary reporter's attention).
• Check Box [Create Another]: Place a check mark within this check box if you need to create another ticket after you have created this one. A new, blank Create Issue popup will appear after you click on the Create button to submit the current ticket.
• Button [Create]: Click on the Create button to submit your ticket.
• Button [Cancel]: Click on the Cancel button to exit the Create Issue popup. A popup asking you to confirm that you want to navigate away from the page will appear. Click on the "OK" button to proceed, or click on the Cancel button to return to the Create Issue form that you were working on. NOTE: If you navigate away at this point, any information you have entered in the Create Issue form will be lost.

View Open Issues

• To view a listing of your open tickets, click on the Issues link in the top navigation bar.
• Click on the My open issues option.
• From here you may filter further through the My open issues by making a selection from the left sidebar navigation.

Log Out of JIRA

• From the Top navigation bar, click on the user profile icon in the far upper-right corner of the screen.
• Click on the Log Out option. You will be logged out of JIRA and returned to the Login page.