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Info

In Jira, a customer support request is called a ticket.

Create a new ticket

Entering a Météorage support ticket from the home page of our help center is done as follows:

  1. Select the type of request that best suits your question/problem. An agent can requalify the request type if necessary.

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  1. An input form is displayed. It will differ according to the type of request previously selected.

  2. Fill in the various fields (mandatory if *)

Info

When you write a ticket in Jira, the knowledge base will automatically suggest relevant articles that might help you auto-solve your request.

  1. Click on "Send" as soon as you have completed the form.

Please complete the form as fully and accurately as possible, so that we can process your request quickly and efficiently.

  1. If all the required information has been completed, your ticket will be created and displayed on a new page, as follows:

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Details of Jira ticket fields

  1. Ticket number: Request reference

  2. Contents Content of the initial applicationrequest

  3. Current ticket status: see https://meteorage.atlassian.net/wiki/spaces/SUP/pages/46661841/Traitement+des+tickets#Signification-des-%C3%A9tats

  4. To enable or disable notifications: to be notified of each ticket update.

  5. Resolve this ticket: To close the request

  6. Request type: Form used to create the request

  7. Share request: add the Jira username or email address of the person you wish to share the ticket with.

  8. Activity: Displays all actions related to the ticket (comments, status changes, updates, attachments, …).

  9. Comment: to add a comment

Share a ticket

This is the CC functionality available in a classic email, to add collaborators to your request so that they can follow updates to a ticket.

  1. After creating a ticket, open the ticket you wish to share.

  2. To the right of the ticket, in the "Shared with" module, click on "Share".

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  1. In the selection field, enter the name, e-mail address or organization with which you wish to share your ticket.

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Info

If the person you wish to add is not known to the our Jira Météorage database - an invitation link will be sent to them.

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  1. Add as many people as you need

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  1. Click on the "Add" button to save your selection

  2. The new recipient appears on your ticket

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Ticket history

  1. Click on the Requests tab at the top right of the screen to access your current requests (open and closed), or all your company's requests.

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  1. You'll find a list of tickets with some generic information, and can access the history by clicking on the ticket number.

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Search for a ticket

  1. You can type the ticket reference or summary in the search bar.

  2. Use the various filters to refine your search.

Open a ticket

  1. Search for the desired ticket by following procedure 7.1

  2. Click on Reference or Summary

  3. The ticket opens and you access the details

Comment on a ticket

  1. Open the ticket to which you wish to add a comment

  2. Click in the Add a comment field

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  1. Enter your comment

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  1. Click on Save

  2. Your comment is added last in the Activity section of the ticket.