Facilities service desk - a template from Jira Service Management
Features of Jira Service Management project, you can try in this demo
- How can you raise requests in the Help center
- How can you raise requests via e-mail
- Main features of a Service Management type Jira project
Detailed solution use case description
The company operates a Jira Service Management support project for their colleagues where they can raise requests that are related to facilites.
You will raise a ticket via the portal and via e-mail, and you will work with the tickets as a Service Management agent.
You can try this scenario with three different users in two roles:
1. You are a member of the Marketing team, and you want to move to the new office building. It's not ready yet, but you want to schedule it beforehand.
2. You are you :) Write an e-mail, and check if the agent got it!
3. You are a member of the Facilities team with Jira Service Management Agent license, you can check the different requests that your employee has raised for your team.
Log in to the site as a member of the marketing team
1. Open a browser, and go to https://metainfdemo.atlassian.net
2. Your login credentials are:
- Username: minfdemo.marketing@gmail.com
- Password: mardem456
Visiting the Help center for a new password
1. Click on this link to open it (https://metainfdemo.atlassian.net/servicedesk/customer/portals)
2. Click on the Facilities Service Desk, or click here: https://metainfdemo.atlassian.net/servicedesk/customer/portal/9
3. Click on the Request a move, or click here: https://metainfdemo.atlassian.net/servicedesk/customer/portal/9/group/30/create/97
4. Fill out the form. Add a Reason for moving (Summary, like Moving to new buliding), choose a date for When is the move taking place?, Where are you moving from? (eg.: Old building), Where are you moving to? (eg.: New building), How many people are moving? (eg.: 1), Do you need anything else for your move? e.g. amount of boxes (eg.: No).
5. After the ticket has been created, you can leave a comment on the request.
Create request via e-mail
1. Write an e-mail to facilities@metainfdemo.atlassian.net.
2. Fill out the subject and also add some text to the body.
Log in to the site as a member of the support team
1. Open a browser, and go to https://metainfdemo.atlassian.net
2. Your login credentials are:
- Username: mi.demoagent@gmail.com
- Password: agedem582
Navigate to your Jira project
1. Select the Facilities Service Desk project, or simply click here. (https://metainfdemo.atlassian.net/jira/servicedesk/projects/FSD/queues/custom/93)
2. You can see all the requests that the other users have risen.
3. Click on the issue that you have sent to the portal via e-mail.
4. Add a new comment there via Reply to customer
5. Check your e-mail inbox, if you receive this comment. (Sometimes the email lands in the SPAM folder, so please check it also, if you haven't received it within 10 minutes!)
6. If you have received it, reply to that e-mail.
7. Within a few minutes, you can see that the comment is shown on the Jira issue. So you can communicate via e-mail without opening the portal, and if the Jira recognizes the issue via the issue key (FSD-###), it won't create a new one.
For a more advanced service management solution check our other demo: Self-service IT Helpdesk with Inventory and How-to Gudies (https://www.meta-inf.hu/en/demos/self-service-it-helpdesk-with-inventory-and-how-to-guides/)
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