A Simple Guide to Jira Service Desk

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This manual provides steps on how to use the Jira Service Desk.

• Once you open the service portal, you will be presented with the below view on your home screen.

FIGURE 1. JIRA SERVICE DESK

You will have two options to report a case.

1. Ask us a question: Here, you can raise general questions related to the application or anything related to a consultancy or

training related case.

2. Report an Incident: With this option, you can report an incident that has caused some issues in the application preventing

it from functioning correctly.

Once you have selected an option, you will be directed to the next page as per Figure 2.

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How to use Jira Service Desk

A Simple Guide to Jira Service Desk

FIGURE 2. ASK US A QUESTION

• Summary: You will need to provide a summary of the issue or the question you want to ask us.

• Product categorization: You will need to select the correct product category of the reporting case.

• Affects Version: You must provide your current ShipNet version when you report a new case.

• Priority: Priority needs to be evaluated according to the standard priority guides.

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Critical/Severity Level 1 - Unable to use ShipNet

This priority is meant for a system down situation critical to the operation. Because of this, the software cannot be restarted,

and there is no temporary solution available. The process of solving problems of this character will involve immediate

assistance. A critical priority is only used in cases where the issue prevents the user from using ShipNet, or a lack of regulatory

compliance threatens their operation.

High/ Severity Level 2 - Major impact. Users can operate the solution, but essential requirements are missing or not working.

This priority level applies to business critical issues, i.e. a bug which is severe but not critical to the users. The consequence is

that the important functionality of the software is unavailable, with no readily available solution on how to avoid the issue.

Medium/ Severity Level 3 - Moderate impact. Users can operate the solution, but some functionality is not working.

This priority is meant for a severe issue that is not critical to a user, as, despite the important functionality of the software not

being available, there is a workaround ready.

Low / Severity Level 4 - Low impact. No obstacle to using the system.

This priority level applies to minor defects and modifications that have no or only minor effect on a user’s operation. A solution

may be provided in the next main release. However, it may be included in the next stabilization release if there is no further

backlog.

• Description: You must provide a detailed description of the issue with the steps involved.

• Attachment: You can drag and drop attachments related to the case.

There is an option in red called "Private Request." Selecting this option will raise a case, only viewable to you and your

colleagues. Therefore, it is advised that you click on this option and select the second option as per below.

Finally, by clicking the green option "Create," you will have successfully raised a case.

Get in Touch

If you have any questions or concerns about the transition from Salesforce to Jira, please reach out to the support team

directly (helpdesk@shipNet.no) and they will assist you or escalate your enquiry to our head of customer success.

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Thank You

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