Getting Started : Tech Soft 3D Jira Service Management
- William Gallego
- Michael Merrifield
Introduction
Before reading this article describing our Tech Soft 3D Support Portal please read our Developer Support Policy. The Support Portal uses Jira Service Management (or JSM).
Logging in
Your account will be automatically set up by our team during the evaluation phase of our technology.
If you are having troubles to log in please use the Forgot your password ? link or contact support@techsoft3d.com
Once created, your account is managed by Atlassian. If you have trouble logging in, please use the “Forgot your password?” link and follow the process. Tech Soft 3D can only send you a prompt to reset your password. If you need to request changes to the accounts for your organization (including additions or deactivations), please submit a new issue.
Home Page
After logging in you will have access to our customer portal with the following functionalites:
Tech Soft 3D Knowledge Base
Please find more information on how to use the Tech Soft 3D Knowledge Base
Announcement Message
Here we provide you live information such as planned maintenance actions on our infrastructure, holidays, or any type of useful information
Issue Submission Forms
Each Issue Type forms are self-guided, make sure to add information as clear as possible.
Quick Access to Your Issues
This link gives you access to all the issues you have summited personally or at your organization level.
From here you can check the status of your issues, interact with our Support team or change the Severity of an issue with the Status Deferred.
Access to the Advanced Request Report
Clicking on your avatar (top right) allows you to access your Profile, Log out and also the Advanced request report to have a more explicit view of your issues.
Changing Severity on a Bug
Severity on Bugs can be changed directly from the interface
Changing Business Impact on a Feature Request
Business Impact on Feature Request with a Backlog Status can be changed directly from the interface
From the activity field you are notified of the changing happening in your issue and can also send us direct comments
We will also use this form to communicate with you.
Reopening an Issue
If you have a need to reopen a closed issue, simply reply with a comment explaining the situation. The Support Team will be notified and review the issue.
Replying on a ticket
Replying above the line on the ticket notification will attach your comment to the ticket
However, we strongly encourage you to use the Support Interface to reply to our comments on a ticket as sometimes emails can be lost.
Notifications
Our Support Portal (JSM) sends notifications by email at various times triggered by specific activity. Notification are sent to the reporter of the issue and the list of users with whom the ticket has been shared (i.e. all associated users). The following notifications occur:
Notification | Trigger / Activity |
|---|---|
Request created | When an issue is created, JSM confirms receipt of your request. |
Public comment added/edited | When a comment is added or edited for an issue, JSM sends the comment to all associated users. |
Request resolved | When the issue’s Resolution field is set, JSM notifies all associated users. This notification is sent to the reporter even if they have turned off notifications for an issue. |
Participant added | When an issue is shared with additional participants, JSM notifies the new participants. |
Status changed | When an issue transitions to a new status, JSM notifies all associated users. |