JIRA_L2_(WD)

1
JIRA
Guide

Ticketing tool : JIRA
From the 04-15-2019, all Workday requests will be logged in our new
ticketing tool : JIRA.
‣ It will allow you to keep track of your requests easily and stay updated on
ticket progress and approvals through automated notifications.
‣ The previous tool Zoho – Service Desk Plus will no longer be in use to create
tickets. You will be able to follow your exiting tickets and It will definitely be
closed once all tickets have been resolved or copied into JIRA

First connexion – Level 2
‣ You will receive an email to join the
organization from Atlassian (It can
arrive directly in your SPAM)
‣ Accept the invitation to create your
account. It gives you a personal
access.
‣ As Level 2 experts, you will be able
to receive tickets from level 1 and
escalate them or create tickets which
will go to level 3.

Request creation rule
‣ L1, L2 and L3 will now have access to the tool.
L3
Central Support
Digital HR Helpdesk
Can access the tool, create, escalate and resolve
tickets
L2
L1
BU Support
BU Experts
Local support
HR Users (Villages and Offices)
Can access the tool, create, escalate and resolve
tickets
Can access the tool, create and escalate tickets
L0
End Users
GO / GE / Managers
Do not use the tool

Access the tool
‣ To access JIRA : https://wdclubmed.atlassian.net/
‣ Choose the project : People1st - Workday

Home page
‣ From your home page, you can :
- Queues : check the list of tickets
- Customers : Add customers and Organization
(You can add your Level 1 customers)
- Reports : Access reports (work in progress)
- Raise a request : Not to be used for level 2

Add Level 1 customers
‣ Click on “Add customers” (=Level 1) :
Customers are users that can create
tickets but not investigate It,
‣ Do Not forget to add them to your
organization

Create a ticket
‣ Click on “+” on the left hand side from your home page

Fill in a request - 1/2
‣ Fill in only the fields in yellow
Summary of the problem
Select only 1 domain (Absences, Compensation…)
Insert a screenshot
Describe your issue as detailed
as possible

Fill in a request - 2/2
Identify the impact
Define the urgency
Choose your Business Unit
Select Level 3 so your ticket goes
directly to Central digital team

All the requests you created
‣ As level 2, when you create a request, the ticket goes directly to level 3
(central digital team). You can find your ticket in the Level 3 queur

Request details
‣ When you go back to your Home page, you can see your ticket escalated
automatically to Level 3
‣ You can find your ticket number in the column “Key”
‣ You can still edit you ticket and add comments or attach files by clicking
on It

Investigate a ticket from Level 1
‣ Once you are on the “queue” menu, you can see all the tickets from your
level.
‣ All tickets created by level 1 customers arrive in “Level – 2”. You are in
charge of these tickets.

Investigate a ticket : options
‣ Once you enter the ticket, you can :
‣ Edit the ticket
‣ Add a comment
‣ Assign to yourself or anyone from your team
‣ Investigate : the status becomes “In progress”
‣ Pending : Select a pending reason and respond to the customer

Escalate a ticket
‣ When the ticket is “In Progress”, you have access to workflow :
‣ You can then :
‣ Cancel the ticket
‣ Resolve the ticket and respond to the customer
‣ Escalate : If you can’t solve this ticket, the escalation sends It to level 3
(central digital team).

Notifications rules
‣ Requester acknowledged by email when :
✓ A new request is received
✓ A request is resolved
✓ The technician add any comment in the conversation
‣ Technician acknowledged by email when :
✓ A request is assigned
✓ The requester add any comment in the conversation
All the notifications will be sent from a generic adress : jira@wdclubmed.atlassian.net
++++ DO NOT REPLY TO THIS ADRESS ++++
ALL THE EXCHANGES MUST BE DONE DIRECTLY THROUGH THE TICKETING TOOL

Contact
‣ Any problem to access JIRA ?
Please contact the central digital team