Track Service Desk tickets
Pismo uses Jira Service Desk to track your issues using service tickets. After you create a ticket, you can track its status to monitor its progress.
To track Service Desk tickets:
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Click the Requests button at the top right of the screen.
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From the drop-down menu, choose one of the following:
- Created by me
- Your_project_name
- All
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Use the text search and filters as needed to narrow ticket results
- Click a ticket in the search results list to see its details.
Ticket status
During the resolution phase, a ticket can have one of the following statuses:
| Status | Description |
|---|---|
| New | Ticket is awaiting service. This is the ticket status when it is first created. |
| In Dev | Resolution is in progress. |
| Pending | Waiting for more information from you. For more information, see Pending status below. |
| Validating | Waiting for you to close or reopen the ticket based on the proposed resolution. At this point, you can either close the request or reopen it if you are not satisfied. If no action is taken within 120 hours, the ticket closes automatically. For more information, see Validating status below. |
| Reopened | Proposed resolution to a ticket (in status Restored, Validating or Resolved) was not satisfactory, and the issue is reopened. |
| Restored | An environment instability or unavailability incident has been addressed, restoring normal operation. |
| Resolved | Incident has been resolved. At this point, you can either close the request or reopen it if you are not satisfied. If no action is taken within 120 hours, the ticket closes automatically. |
| Post Mortem | A workaround has resolved the incident and Pismo is developing a more permanent solution. |
| Closed | Issue has been resolved to your satisfaction. |
A ticket's status changes to Pending if Pismo needs any additional information to continue working on your ticket. After answering the questions, you must click To Do for Pismo to see your answers.
If no action is taken within 120 hours, the ticket moves automatically to Validating status.
Once Pismo has resolved an issue, the ticket status changes to Validating. At this point, you can either choose Closed, to close the request, or Reopened, to reopen it if you are not satisfied..
If no action is taken within 120 hours, the ticket closes automatically.
Updated 2 months ago