Last month, Chapman University’s Information Systems and Technology team introduced Jira Service Management to the campus community as a pilot program. Jira allows students, faculty, and staff to easily create Service Desk help tickets, receive updates about their requests, keep track of milestones, and communicate with the technician assigned to their ticket.

We have been testing this product to ensure that it is optimized for the campus community. With the help of various teams on campus, such as operations admins, we have successfully completed the pilot. 

Some of the benefits of the new ticketing system: 

  • Easier than composing an email 
  • Real-time updates and status 
  • Direct communication with assigned technician 
  • Email responses or replies are captured in the ticket 
  • Knowledge articles for common issues and questions 
  • Request support on behalf of a colleague 

Next steps: 

On 8/30/22, we will redirect our service portal ( to the new platform.  

Please keep in mind that after you submit the initial ticket through the new service management portal, you will receive an automatic email similar to the screenshot below to confirm we have received your request: Jira Auto Reply Message Example

Note: The system-generated email will come from and is not spam. 

For technical help, please contact the Service Desk at 714-997-6600 or email


Thank you,

Chapman University IS&T

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