Providing support to a growing campus can be complex and challenging to meet the needs of a thriving university. Last year, Information Systems and Technology (IS&T) launched a new Service Desk ticketing system called Jira Service Management from Atlassian to expand our support model and provide enhanced services for the Chapman community.

Jira Service Management is a form-based, multifaceted customer portal for requesting support and services that connect you with the support staff to address your concern or question. An improved user interface makes it simple to use, and the integrated communication channel allows you to interact with the support member in real-time.

Some of the benefits of the new ticketing system: 

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

Over the last few months, we have worked with departments such as Financial Services, Film and Television, Human Resources, University Advancement, and the Office of Research to enhance workflows and processing requests. By using these portals, powered by automation, your requests are directed to these teams/departments who can provide you with direct support. For example, if you have a PCard question, you can click on the Financial Services portal and submit your question, or if you need to report an Affinaquest issue, you click on the University Advancement portal to submit your request.

IS&T continues to work with partners around campus to shift the workload to Jira Service Management, thus creating a centralized location for you to get support.

If you have yet to use the new portal, we highly recommend that you do so and give us your feedback. Please visit Chapman University’s Service Portal to enter your request.

 

Thank you,

Chapman University Information Systems & Technology (IS&T)