Select Projects from the main JSD menu.
Select the appropriate Project from the list.
Searching for TSD will show the three JSD projects:
IT Service Desk (ITSD): available to everyone.
Technical Service Desk (TSD): for TAGs and other IT staff. Requires special JSD access.
OIT Service Desk (OITSD): for internal-OIT requests. Available only to OIT staff.
Select Back to project.
Select Project settings.
Select Hidden from portal under GROUPS.
New forms should be hidden from the portal until they are approved by the requestor and are ready to publish. Only JSD administrators can see hidden forms.In the top row of forms, select an appropriate Icon, provide a Request name, select the appropriate Issue type, provide a Description, and select Create request type.
PSU form conventions:
- Select the Icon that is most appropriate for the form. Do not leave Icon at default.
- Request name should begin with a capital letter and all following letters should be lower-case, except for proper nouns.
- Select Service Request for Issue type for routine add, remove, change requests. Select Incident for forms that are to be used to report problems.
- Description should be a short sentence that describes the form's use. It should end with a period.
Select Edit fields on the new form.
Select + Add a field.
Select the required field(s) and select Apply.
- All forms must include Summary, Notes, and Attachment fields. Summary always goes at the top and Notes and Attachment at the bottom, in that order.
- With the exceptions above, fields can be rearranged in any order for display to users in the customer portal, however, JSD agents will see fields in the order configured in Custom fields when viewing requests in JSD.
- If the required field does not exist, add new fields as necessary.
- Changes to Display name will show to end users in the customer portal. JSD agents will see the actual field name as configured in Custom fields–this is what displays by default when new fields are added to a form.
- Field help is optional and can be added where additional information would be helpful to the requestor completing the form.
Add the field Service desk team and select Hide in the Actions column.
Select the appropriate service desk team where this new form should route.
Send screenshot of form to requestor for approval. Once approved, publish the form by moving it to the appropriate GROUP.
Add a new field
From the project homepage, select Back to project.
Select Project settings.
Select Fields.
Select Configure field layout (
).
Select Custom fields.
Select Add custom field.
Select the appropriate Field Type and select Next.
Provide a Name and, optionally, a Description. Other options on this page will vary depending on the Field Type selected; complete as necessary and select Create.
The Name entered here will be visible to JSD agents and the agent view cannot be changed. The name can be changed for display in the customer portal. Select a name that will make the most sense to JSD agents.
Associate the new field to the appropriate screens and select Update.
For Service Requests select:
- Jira Service Desk: Request Fulfilment Create Issue Screen
- Jira Service Desk: Request Fulfilment View/Edit Screen
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