Support Requests
Links
Requesting Support for Atlassian and Related Tools
Our Atlassian suite of applications and add-ons includes:
- Atlassian: Jira, Confluence. other Atlassian-owned applications already subscribed or requested.
- Apps / Add-ons:
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Tempo: Timesheets, Planner, Reporting, etc.
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Integrations: Slack, Google sheets, etc.
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Request Support Using:
This suite of applications and add-ons is supported by a small UTO team. There are three entry points for requesting support:
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Jira: If you do have access to our Atlassian site, use Jira. For support options, see below.
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UTO requests are tracked in the Atlassian Admin project / Atlassian Support Board
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Non-UTO requests are tracked in the JIRA Admin Support project / JIRA Support Board
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ServiceNow: If you don’t have access to our Atlassian site, please request access through ServiceNow.
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Direct link: Jira and Confluence Access
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From the Catalog,
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Navigate to Service Catalog > IT Professional Services > IT Service Management
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Select “Jira and Confluence access”
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Search for "Jira" and select “Jira and Confluence access”
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Direct link to this article in the ServiceNow KB (KB0011466 - “Requesting Support for Atlassian and Related Tools”)
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Send an email to atlassian@asu.edu. (This is least preferred because it captures the least information for your request, which may delay completing it.)
If you DO have access to Jira:
Support options in Atlassian Admin (UTO) and Jira Admin Support (non-UTO) are nearly identical (see below).
Use the Create button to start. Then: 
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Select the appropriate project. Double-check this – it can default to a recently used project, and may need to be reset.
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UTO support – Atlassian Admin Support
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Non-UTO support – Jira Admin Support
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Select the most appropriate issue type for your request. See below for options.
Support Options in Jira (only available if you have access to Jira already)
These are the options (Issue Types) as of May 2021:
| Issue Type | Used For |
|---|---|
| User Management Request | Add, remove, or change user access Note: Changing the Jira display name cannot be done in Jira/Confluence/Tempo. See Jira (Atlassian) Display Name below. |
| Task | For requests not covered by other types. |
| Bug | Problems affecting Atlassian product functionality. |
| Change Request | Request changes to a project configuration. |
| Email-to-Jira Request | Request an email linked to a Jira project. |
| New Feature | For new product feature requests. |
| Training | Anything to do with training. |
| Reporting/Queries | (These tickets will be handled by a different team). |
| MOB | Maintenance of Business task (admin use only). |
| Generic Project Request | Request a project not based on a centrally-managed template (see below). |
| Templated Project Request | New project requests from a custom project template for particular teams. These template packages include: UTO Product (UPRD), UTO Service (USVC), Critical Drupal Update (CDU), Mobile/IoT Configuration (MIC), NextGen Network (NGN), UTO Service Partnership MOB (SPM), Admissions Svcs Inf Systems Dev (ASISD), ASU Police Department (ASUPD), BFIT Development (BFIT), Center for Games and Impact (CGI), Mary Lou Fulton Teachers College (MLFTC), and SolarSPELL (SSP). |
| Lifecycle Template Packages | Templated projects with a custom 'lifecycle' issue type - different options for UTO / non-UTO |
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| PMO Project | UTO only – lifecycle issue type for UTO PM or PMlite managed projects, including SF Roadmap projects |
| SFNH Project | UTO only – lifecycle issue type for SF Enhancement projects |
| BF Project | Non-UTO only – lifecycle issue type for BF projects |
| DT Project | Non-UTO only – lifecycle issue type for DT projects |
| WPC Project | Non-UTO only – lifecycle issue type for WPC projects |
Once you’ve chosen the appropriate project and issue type:
- Fill in any required fields (red asterisk "*") and any other fields desired (like the Description field for misc. info);
- Click the "Create" button at the bottom.
Jira (Atlassian) Display Name:
Changing the Jira display name cannot be done in Jira, Confluence, or Tempo. The Atlassian Tools Design & Management (ATDM) team manages users from an ASU Google group, so display names are copied from there. To change a Jira display name, please submit a Preferred Display Name Change request in ServiceNow.
Please do not use “Request access.”
ADTM will deny access requests from the *Request access button. Request access does not provide the team all the information necessary to add someone to the Atlassian instance (Jira & Confluence) – i.e. ASURITE ID, department affiliation, etc. Additionally, it sidesteps creating a request ticket, so ADTM does not have a record of why the account was created. Therefore, we ask that you please use one of the three methods listed above.
*Background and where you might run into the Request access button, from Atlassian documentation - Approve product access requests:
"While your users may be able to log in to one site's product, they may not have access to all your site's products. If they come across a page for a product they can't access (i.e. another user sends them the URL), they'll see a Request access button. A user can also request access for other users to get them collaborating in the product."