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Target audience: XTRF Platform's Clients






If you have any issues with XTRF Platform, you need to create a ticket for the XTRF Support Team. To create an issue, you need to have an account in the XTRF issue tracking system, JIRA Help Desk. The account in JIRA Help Desk allows to create a new request and to keep track of your existing issues.

This article instructs you how to sign up to JIRA Help Desk and set up a new request there.


Before Reading a Guide

  • The steps without any marking are mandatory to perform because they ensure carrying on a proper function of the JIRA Help Desk application.
  • The steps marked with the (Optional) label give you information about settings useful for you in terms of fulfilling specific requirements for your projects, but if you skip them it will have no negative effect on the function of the JIRA Help Desk application.



Create a Client Account in JIRA Help Desk

To create a Client Account in JIRA Help Desk you need to fill in the form and send the account creation request. This section presents you the process of creating a Client Account in JIRA Help Desk. To create the account perform the following steps:

Account in XTRF Management Systems Ltd. Client Database Required

Make sure you have an account in the client database of XTRF Management Systems Ltd., otherwise you are unable to create an account in JIRA Help Desk.



Go to the JIRA Help Desk login page.


Provide the necessary information in the appropriate fields.

    1. In the Company name field provide the name of your company.
    2. In the Your name field provide your full name.
    3. In the Your e-mail field provide your e-mail address.

      The e-mail address must be affiliated with your company, otherwise it cannot be processed.


    4. (Optional) You can provide your position in your company in the Position field.
    5. (Optional) In the Your phone field provide your phone number.
    6. (Optional) You can provide any comments that may regard your account in the Comments field.


Click the Send button. If you fill the form correctly, the information that the account creation request is sent to the Support Team appears.


As soon as the Support Team has processed the request you will receive an e-mail with the request to reset your password. Follow the instructions in the e-mail.


The link from the e-mail takes you to Create new Password page.

 Provide your new password.
 In the Confirm field repeat your password.
 Click the Confirm button.
 Your account has been created. You can sign in to the JIRA Help Desk now.


Create a New Request in JIRA Help Desk

If you already have an account in JIRA Help Desk and you want to issue a request, follow the instructions below:


 Sign in to the Help Desk page.


Click the Create a New Request link.



You are directed to the Create a New Request form. Provide the necessary information in the appropriate fields:

    1. In the Summary field specify briefly what your request involves.
    2. (Optional) In the Description field provide a short description of your problem.

      Although this field is optional, the Support Team is be able to solve the issue faster if you provide some pieces of information in this field.


    3. (Optional) Click the Choose file(s) button to attach any necessary files.
      1. Click the Choose file(s) button. The file manager window available on your local machine appears.

      2. Select the files you want to attach to the request. You can attach one or more files.
      3. Click the Open button. Selected files appear in the Attachment section, above the Choose file(s) button.

        If you decide that you do not want to attach an already selected file, click the X icon on the right hand side of the file name.


    4. (Optional) Select the priority of your problem from the drop-down menu.

      Priority Definitions

      You can select one of the following options depending on the nature of your problem:

        • Blocker: An issue that impedes your work and make any progress unavailable such as XTRF Platform is not responding at all or unavailable, creating project with integration workflow fails or e-mails are not being sent from XTRF Platform.
        • Critical: An important time-sensitive matter, for example an issue that does not impede the operations of your company but significantly slow the progress.
        • Major: An Issue that in your opinion is important but is not crucial to the stability and development of your company.
        • Minor: Functionality inquiry that is not time-sensitive.
        • Trivial: Low priority issue that has insignificant influence on your company's operations.



Click the Create button. Your request has been created and the Support Team will see to it shortly. Additionally, an e-mail is sent to you with the notification that an issue was created. You will also receive notification when the Support Team responds to your problem.



Request Participant

Request Participant is a user that can monitor every ticket submitted to JIRA Help Desk by the employees of your company. By default, the e-mail address assigned to the Request Participant is the same as the e-mail address assigned to your company stored in the XTRF internal database. To change the address, simply contact the XTRF Support Team.

Adding Participants

If you wish your associates to participate in your issue, you can contact the Support Team and ask for adding a participant. Bear in mind that to add a participant you must provide their first name, last name and e-mail address.



Managing Your Requests

You can view opened and resolved requests reported by you as well as the requests to which you are added as a Request Participant. To see the requests click My requests in upper-right corner of the XTRF Help Desk main page.

In the My requests page you can keep track of your open requests as well as get back to the already resolved ones. If you have a lot of requests reported, you can use the search field to find the particular request. You can also use the drop-down menu to filter the requests. The following filters are available in the drop-down menu:

  • All requests: both opened and resolved issues are displayed,
  • Open requests: only opened and currently investigated requests are displayed,
  • Closed requests: only closed requests are displayed.