{"id":2458,"date":"2022-08-30T10:00:01","date_gmt":"2022-08-30T17:00:01","guid":{"rendered":"https:\/\/blogschapman.wpenginepowered.com\/information-systems\/2022\/08\/30\/a-new-service-desk-ticketing-system-is-here-to-help-you\/"},"modified":"2026-07-17T23:39:16","modified_gmt":"2026-07-17T23:39:16","slug":"a-new-service-desk-ticketing-system-is-here-to-help-you","status":"publish","type":"post","link":"https:\/\/blogs.chapman.edu\/information-systems\/2022\/08\/30\/a-new-service-desk-ticketing-system-is-here-to-help-you\/","title":{"rendered":"A New Service Desk Ticketing System is Here to Help You!"},"content":{"rendered":"<p><span data-contrast=\"auto\">Last month, Chapman University\u2019s Information Systems and Technology team introduced <\/span><a href=\"https:\/\/blogs.chapman.edu\/information-systems\/2022\/07\/27\/introducing-jira-service-management\/\"><span data-contrast=\"none\">Jira Service Management<\/span><\/a><span data-contrast=\"auto\"> 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.<\/span><\/p>\n<p><span data-contrast=\"auto\">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.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Some of the benefits of the new ticketing system:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Easier than composing an email<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Real-time updates and status<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Direct communication with assigned technician<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Email responses or replies are captured in the ticket<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Knowledge articles for common issues and questions<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Request support on behalf of a colleague<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"none\">Next steps:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">On 8\/30\/22<\/span><span data-contrast=\"auto\">, we will redirect our service portal <\/span><span data-contrast=\"none\">(<\/span><span data-contrast=\"none\"><a href=\"https:\/\/servicedesk.chapman.edu\">servicedesk.chapman.edu<\/a>)<\/span><span data-contrast=\"auto\"> to the new platform. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:1,&quot;335559685&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">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:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:1,&quot;335559685&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><a href=\"https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply.png\" rel=\"attachment wp-att-2459\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2459\" src=\"https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply.png\" alt=\"Jira Auto Reply Message Example\" width=\"450\" height=\"180\" srcset=\"https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply.png 1170w, https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply-300x120.png 300w, https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply-1024x410.png 1024w, https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2022\/08\/Jira-Auto-Reply-768x307.png 768w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/a><\/p>\n<p><span class=\"TextRun SCXW236315221 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><strong><span class=\"NormalTextRun SCXW236315221 BCX0\">Note<\/span><\/strong><span class=\"NormalTextRun SCXW236315221 BCX0\">: The<\/span><span class=\"NormalTextRun SCXW236315221 BCX0\"> system-generated<\/span><span class=\"NormalTextRun SCXW236315221 BCX0\">\u00a0email will come from <\/span><\/span><span class=\"TextRun Underlined SCXW236315221 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW236315221 BCX0\" data-ccp-charstyle=\"Hyperlink\">chapman.atlassian.net<\/span><\/span><span class=\"TextRun SCXW236315221 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236315221 BCX0\"> and is not spam.<\/span><\/span><span class=\"EOP SCXW236315221 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:1,&quot;335559685&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">For technical help, please contact the Service Desk at 714-997-6600 or email <\/span><a href=\"mailto:servicedesk@chapman.edu\"><span data-contrast=\"none\">servicedesk@chapman.edu.<\/span><\/a><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:1,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Thank you,<\/span><\/p>\n<p><span data-contrast=\"none\">Chapman University IS&amp;T<\/span><\/p>\n<p><span data-contrast=\"none\">Follow IS&amp;T on <\/span><a href=\"https:\/\/www.instagram.com\/chapmanu_ist\/\"><span data-contrast=\"none\">Instagram<\/span><\/a><span data-contrast=\"none\"> and <\/span><a href=\"https:\/\/twitter.com\/chapmanu_ist\"><span data-contrast=\"none\">Twitter:<\/span><\/a><span data-contrast=\"none\"> chapmanu_ist<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last month, Chapman University\u2019s Information Systems and Technology team introduced Jira Service Management to the campus community as a pilot [&hellip;]<\/p>\n","protected":false},"author":3283,"featured_media":2736,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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