Service overview
Jira Service Management from Atlassian™ is the newest iteration of Jira Service Desk.
McGill business units can use the Jira Service Management web-based platform to help with the management of their business service operations.
They can use the simple baseline version or have Jira configured to meet their more specific needs. Jira comes with a user-friendly interface, several rich capabilities (such as a request portal, request categorization and queues), the ability to set up SLAs, custom dashboards, and integration with Confluence.
Service desk agents can easily receive, track, manage, and resolve requests from customers.
Clients can access a unit’s portal to make requests, report a problem, or ask a question.
Who can use it
Business unit staff can manage their service requests through the Jira back-end interface.
McGill faculty, staff, and students can access a unit’s portal to make a request, report a problem, or ask a question.
How to request & access the service
To request a Jira Service Management portal (for business units)
Please use this form to request a new Jira Service Desk instance to manage requests for your services, or to make updates to an existing Jira Service Desk instance that you manage
To access an existing unit portal (for customers to make a request):
To make a customer request through an existing unit portal:
- Use your McGill Username and McGill Password to log into the Welcome to the Help Center home page
- Select a portal
- Follow the on-screen instructions
If you cannot access a specific portal, contact the business unit owner.
See How to access a Help Center portal.
Cost
There is generally no cost associated with this service, but an evaluation will be made upon submission of a BNS. If extra costs are deemed to be necessary, they will be discussed.
Availability
The service is available 24 X 7, except during planned maintenance or outages. Check the home page of the IT Support site for announcements.
Frequently asked questions
How do I use the Service Desk customer support portal?
Best practices & policies
None available.
Training & documentation
View a short video on how a service desk agent uses Jira Service Management to respond to a reported issue.
Find training material on LinkedIn Learning.
Support
Business unit managers can contact the IT Service Desk for issues with their portal.