Upgrades to ACCESS Ticketing System Coming Soon.
FAQs
ACCESS Ticket System FAQs
For Community Members
The new ticketing system, Jira Service Management, offers a number of advantages including high level availability, integration with Confluence where many ACCESS documents are kept, and advanced search capabilities making it easy for you to find the information that you need.
The interface to the system will look different but will function similarly to the old system. Key upgrades include the ability to easily find answers to your questions with the search capabilities
Yes, this is current practice. Researchers and other community members will still be directed to login to access the ticket request functionality.
If you cannot login (e.g. need password reset), there is a separate contact page where you can request assistance.
Yes, once the new system is accepting new tickets there will be a transition period of 2-3 weeks when all issues are expected to be resolved and the tickets closed.
After the transition period, you will need to create a new ticket for all issues.
For Resource Providers
We are planning for a “soft opening” starting the week of March 13, 2023 with all new tickets going to JSM by the end of the month.
Yes, this is current practice. Researchers and other community members will still be directed to login to access the ticket request functionality.
We are working on a separate form for Resource Providers and ACCESS staff.
If a community member cannot login (e.g. need password reset), there is a separate contact page where they can request assistance.
ACCESS RT will be available to close out active tickets for approximately two weeks following the transition where new tickets are created in JSM.
We cannot do a bulk ingest of old tickets into JSM but we will be leaving ACCESS RT available in read-only format for 3-6 months.
Yes, we will provide certain metrics to RPs needing them; this may include metrics number of tickets, average response time, etc.
Yes, we are working on this now.
If you already have an Atlassian account and wish to use the email associated with that account, please provide it. If you do not have an Atlassian account, we will add you to Atlassian (using the email provided to us for accessing ACCESS RT) and then add you onto the project.