In our service portal, some actions are limited by how Jira Service Management works:
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Tickets cannot be assigned to customer/partner users. They are always assigned to support agents from our support team.
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Customer/partner also cannot directly change the workflow status of a ticket (for example, you can’t set it yourself to “In Progress” or “New”).
To still give you control over your request, we provide simple actions (transitions) in the portal, such as “To 2nd Level Provider”, “To Customer”, or similar options.
When you perform these actions, the ticket status is updated in the background by the system, and our support team is notified if needed.
Here an explanation, how portal users address issue to several parties.
Adresse/assign a ticket back to Censhare:
Simply add a comment:
Results:
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The comment will be added to the ticket.
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If the status of the issue was “On Customer“ or “On Partner“, it will change to “New“.
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It will appear in the Censhare support inbound queue.
Adresse/assign a ticket to the Customer:
Use transition “To Customer“:
add a comment and send “To Customer“:
Results:
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The comment will be added to the ticket.
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Ticket status will change to “On Customer“.
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An e-mail will be sent to the customers support group members.
Adresse/assign a ticket to a Partner:
For each involved partner, you will find a transition.
Typically a partner can be:
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2nd Level Support Provider → does 2nd level application support
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IT Provider → operates and supports the Censhare cloud and server environment
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Web-IT Provider → operates and supports the Online Solutions environment
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OS/HCMS Support → support the the Online Solutions on an application level
Only transitions for involved partners are available. Select the according transition (here “To Web-IT Provider“):
add a comment and send “To Web-IT Provider“:
Results:
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The comment will be added to the ticket.
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Ticket status will change to “On Partner“.
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An e-mail will be sent to the partners support group members.