Creating Support/Jira Tickets

Owned by Stephen Juliano
Last updated: Dec 05, 2023
6 min read

When Should I Enter a Jira Ticket?

When you have questions, issues, or custom requests, they will need to be submitted through the Jira ticketing system. Direct Emails or Phone calls can get lost in the shuffle if it isn’t tied to a ticket in the system, so we do not guarantee a response if it isn’t in Jira.

Creating Calls

In order to create Jira Calls, you will need to be in our system. If you aren’t or aren’t sure, please have your team reach out to have you added.

Once you are in the system, you can enter your tickets directly into Jira (preferred/best), or for users who can’t access JIRA, they can use Email.

Entering Tickets through Jira Portal (Recommended)

The best way to enter and access calls is through the Jira Portal. You can see open calls and statuses.

  1. Go to the Jira Portal

    1. In TRX, go under Help>Online Support (JIRA)

    2. Outside of TRX, use this link:

      1. https://sunsofterptampa.atlassian.net/servicedesk/customer/portal/1/group/1

    3. Sign in

  2. Select the Call type

    1. Support

      1. Used for questions, issues, and custom requests for TRX

      2. Options

        1. We’re down! - Reserved for when no one can access TRX

        2. I received an error message - Use this if there is an error message

        3. How do I…? - For general questions about TRX and how to use it

        4. My numbers are wrong - For when a screen or report has the wrong totals

        5. I’m having trouble printing - When you can’t print. Check with your IT first

        6. I’m having trouble with a report - For questions and issues related to a report

        7. I have a request - For requests to change the system (billable custom)

        8. Third party integration help - For integrating with other systems (billable)

    2. User Licenses, Training, and Feedback

      1. Used for buying new license and scheduling training

      2. Options

        1. Purchase New User Licenses - If you need to add users to TRX (billable)

        2. Schedule Training - For hands on training on a specific module or process in TRX (billable)

  3. Confirm who is raising the requests

    2. Defaults to current user

  4. Enter a Summary

    2. This is a concise Title for the issue

    3. Use relevant key words - Invoice, Order, Item, Customer, Reverse, Error, etc.

      1. This improves suggested article results

  5. Check to see if one of the Suggested articles resolves your issue

  6. Enter a Description

    2. Include all relevant details

      1. Customer #, Item #, Order/Project #, etc. Anything to allow us to look it up in your system

      2. What part of the process the issue is occurring, e.g. error occurs when processing

      3. What you see vs what you expect

      4. Anything you may have tried before entering the call

  7. Priority

    2. Default to Medium for most requests

      1. First response is usually within 24hrs

    3. Use High only when you absolutely need it

      1. If everything is high priority, then nothing is

    4. Use Immediate only when your system is completely down

      1. If just one or a couple users that cannot access TRX, this does NOT apply, use High

  8. Attachments

    2. Attachments should always be included when

      1. There is an Error message (include the error)

      2. A report isn’t right (include the report, highlighting the issue)

      3. Having trouble importing a file (include the file being imported)

  9. Share With

    2. This dropdown will allow you select whether your issue is shared with your organization, or just yourself

  10. When everything is correct, hit Send

Ticket Example:

Emailing in Support Issues (Not recommended)

We recommend using the Jira portal, but some users can only handle using email.

In those cases, they need to send their issue to ss@sunsofterptampa.atlassian.net

You email should include:

  1. Subject Line

    1. This is a concise Title for the issue

    2. Use relevant key words - Invoice, Order, Item, Customer, Reverse, Error, etc.

  2. Body of email

    1. Include all relevant details

      1. Customer #, Item #, Order/Project #, etc. Anything to allow us to look it up in your system

      2. What part of the process the issue is occurring, e.g. error occurs when processing

      3. What you see vs what you expect

      4. Anything you may have tried before entering the call

    2. DO NOT SEND EMAIL CHAINS

      1. These are very difficult to decipher on a Ticket

      2. Summarize what was said

      3. This can lead to your call sitting without response

        1. The longer it takes to understand the issue, the longer it will take to help

        2. Calls written concisely get answered sooner

  3. Email Signature

    1. Please remove the signature to eliminate clutter on the call

  4. Attachments

    1. Should always be included when:

      1. There is an Error message (include the error)

      2. A report isn’t right (include the report PDF or screenshot, highlighting the issue)

      3. Having trouble importing a file (include the file being imported)

Viewing Open Requests

Once you have created a ticket, you will automatically be taken to the open ticket. Here you can edit the pending call.

If you are trying to look at open tickets without creating one, go here and sign in.

 

To open another existing call, you will need to look at your requests at the top. You can view requests created by you or your organization.

When you select your option, you will be brought to the Requests screen narrowed down to your selection (Created by me only shows your tickets etc.).

You can use the search field and the dropdowns to further narrow down your search. When you find your call, click on the reference or summary field to open.

Call Statuses

Jira tickets will have different statuses throughout the process. This quick guide covers the basics.

  1. Waiting for First Response - The first status of your ticket. When it is in this status, that means the call is open, but hasn’t had any interaction yet

  2. Waiting for Customer - This status means the support personnel is currently awaiting an answer, confirmation, or more details from you

  3. Waiting for Support - This means that the issue is currently in the support queue, awaiting an update from Support

  4. Pending Development - Bugs and more difficult issues will need to be sent to the development team for correction. When there is an open development ticket, the call will say Pending Development. Unless it is urgent, and you need to push it through, we do ask that you don’t ask for updates. These tickets take the longest to solve, and needing to reply with “Still in Development” isn’t a good use of the support personnel’s time

  5. Pending Patch - When a Development ticket is finished, but we aren’t able to get you the fix due to version compatibility, the call will be placed in Pending Patch. This means your issue will be fixed either after a hotfix or the next upgrade

  6. Support Level 2 - Tougher issues, typically related to accounting or projects, require the experience of our Level 2 support team. When the call is in Support Level 2 status, it is in queue for review. A Level 2 support person will reach out when they have had a chance to review

  7. Support Level 3 - Just like Level 2, but the next escalation

  8. Pending Acceptance - This means the call has been completed, but we were awaiting your approval