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JIRA (Core Features :<3:
Here are some of the core features outside of…
JIRA
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Reporting :check:
Time Spent
Breakdown of Time Spent on Accounts, Issue Types, Assignee's and more
Issue Types
To get a breakdown of issue types that have been Fixed, Implemented, Not Actioned and more
Line of Business
To see a breakdown of issues fixed by LOB, for example: Logistics, Marketing, Dispatching, Delta and more
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Automation :smiley:
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Auto Reassign
Incidents are automatically reassigned if they reach a certain transition state. Such as when an incident hits the Rejected state for a business or support model change, the ticket can be automatically re-assigned or an email can be sent out to notify managers
Create new tickets
New tickets can be created based off an event, such as when another ticket is closed for a Customer Meeting, it can auto open a Customer Trip Report ticket and assign it back to the original owner of the primary ticket.
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Project Types :pen:
To get an idea of Project Types and Roles for those given projects and their issue types
Accounts
At its core focuses on important tasks at an account level with CTLs, TSMs, OSEs and Solution Architects assigned to the Project
Incidents
Breakfix cases that are currently actively and require CTL engagement Likely to be retired if the Service Desk is integrated
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PSONE Service Desk
CTL and TSM, engagement by front line via customer portal
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Service Desk :question:
Gives the ability for agents or anybody in the Organization to submit tickets into PSONE JIRA's system
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Email Notifications
Agents will be notified when a ticket is updated by email, allowing them to either reply to that email with their correspondence to that ticket or to open the Customer Portal site and add their correspondence
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