Jira

Jira is a request and bug tracker that UMIACS uses to provide our HelpDesk functionality to our users. It can be accessed here.

It is a web based ticketing system that allows both users and staff to maintain greater control over their tickets and makes communication and resolution of issues a seamless process.

Using Jira

Jira automatically creates accounts for UMIACS Account holders. If you have a UMIACS account, you can log in to Jira using the UMIACS Single Sign On service. Otherwise, when you email Jira, a ticket is created, and the email address your mail was sent from is added as a participant to the ticket -- this means that if you create a ticket using a non-UMIACS email address, you'll have to login to Jira using that email address to see the ticket.

If you have a UMIACS account

Simply login to Jira's Customer Portal and select the UMIACS Single Sign On to login with your UMIACS credentials.

If you do not have a UMIACS account or submitted/were included on a ticket with a non-UMIACS email address

The first time you use a new email address to submit a ticket or are included as a participant on a ticket with a non-UMIACS email address, you will get an automated email containing a link to set a password for the newly-created Jira account. After you have set your full name and password, you can log in with this email address and password at the external user page. If you no longer have the automated email, you can also just go to the external user page, click Forgot your password?, and enter your email address as the username to set it.