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 Service Desk. The account in JIRA Service 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 Service 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 Service 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 Service Desk application.
Create a Client Account in JIRA Service Desk
To create a Client Account in JIRA Service 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 Service 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 Service Desk.
Go to the JIRA Service Desk login page.
Provide the necessary information in the appropriate fields.
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 Service Desk now.|
Create a New Request in JIRA Service Desk
If you already have an account in JIRA Service Desk and you want to issue a request, follow the instructions below:
Sign in to the Service 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:
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 is a user that can monitor every ticket submitted to JIRA Service 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.
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 Service 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.