JSM is an Atlassian product. I have an account already, what do I do?
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.
Will there be a transition document?
Yes, we are working on this now.
Will ACCESS RT ticket metrics be available to us for reporting?
Yes, we will provide certain metrics to RPs needing them; this may include metrics, number of tickets, average response time, etc.
Can we move old tickets to 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.
How long will ACCESS RT be available to access old tickets?
ACCESS RT will be available to close out active tickets for approximately two weeks following the transition where new tickets are created in JSM.
Is a login required to submit a ticket?
- 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.
When will JSM be accepting new tickets?
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.