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Tracking Service Desk tickets

Pismo uses Jira Service Desk to track your issues via tickets. After you create a ticket, you can then track its status and monitor its progress.

To track Service Desk tickets:

  1. Go to https://pismolabs.atlassian.net/servicedesk/.
  2. Click the Requests button at the top right.
  3. From the drop-down menu, choose one of the following:
  • Created by me
  • your_project_name
  • All
  1. In the results table, use the text search and filters to narrow ticket results
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  1. Click a ticket in the search results list to see its details.

Ticket status

A ticket has a NEW status when first created before transitioning to IN DEV. During issue resolution, a ticket can have one of the following statuses:

  • NEW: Ticket is awaiting service.

  • IN DEV: Solution is being developed.

  • PENDING: Waiting on more customer information.

  • VALIDATING: Waiting for customer to close or reopen the ticket based on proposed issue resolution.

  • REOPENED: Proposed resolution is not satisfactory to customer during VALIDATING, and they have reopened the ticket.

  • POST MORTEM: A workaround fixed the issue and Pismo is developing a more permanent solution.

  • CLOSED: Issue has been resolved to customer satisfaction.

  • MONITORING: Incident resolved. Pismo is investigating the root cause.

Pending process

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 5 business days, the ticket goes automatically to Validating.

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Validating process

Once Pismo has resolved an issue, the ticket’s status changes to VALIDATING. At that 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 is automatically closed.

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Updated 12 days ago