Manage access to the Helpdesk

#Overview

From the project console, you can manage who has the rights to open new requests on the Helpdesk.

The Helpdesk is handled from another tool called JIRA Service Desk, managed from the project console.

Access to the Helpdesk is given per project.

Access to the Helpdesk is granted per user by creating a separate account (the authentication is not shared with the Portal).

The project managers both from the customer and system Integrator can add and remove access to project support for the contacts of their companies.

#Access the support in the project console

  1. From the menu, go to Project console / Projects and select your project.
  2. Open the Helpdesk tab
  3. On the Request sub-tab, you can see the information about your Jira Organization and the list of open issues.
  4. To open the full issues list, click on Open requests list in Jira.
  5. To open a new issue, click on Open new request once the access was given.

Support request tab

Note that only the latest issues are displayed on the project console.

#Add an access

Go to the User Access tab to see the list of contacts having a support access.

  1. Click on the Add contact button
  2. Select a contact. The list contains the active contacts from your company who already have a Console User profile.
  3. Click on the Add Contact access button to validate the creation.

Please wait a moment for the change to be effective. The status will change from activation pending to Activated once done.

Then the contact will receive a mail in order to activate their helpdesk account if they don't have one yet.

Add contact form

Once your access created in the Portal, if you have access to the JIRA SDS Helpdesk for the first time, you received an email to reset your JIRA password. You need to follow the screencast instructions to login to the JIRA SDS Helpdesk.

Access to the Helpdesk is granted using a separate account (the authentication is not shared with the Portal).

Reset Jira SDS password

#Remove an access

  1. Go to the User Access tab to see the list of contacts with support access.
  2. On the user's line you want to remove, click on the Trash bin icon that appears when hovering.

Please wait a moment for the change to be effective. The status will first be in deletion pending. Once done, the user will be removed from the list.

Support contact list deletion

#Get the log of the access changes

  1. From the menu, go to Project console / Projects and select your project.
  2. Open the Helpdesk tab
  3. On the Activity Log sub-tab, you can see the history of all the access changes.

Activity log subtab


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