On 1st January 2019, the Technology team rolled out a brand new fit for purpose Tech Support System using Jira Service Desk.
WHAT DOES IT MEAN?
This new tool has an improved interface where you can easily log-in your issues. The number of question categories has been greatly reduced to 10 (from over 80!) to hopefully make your experience more streamlined.
HOW DO I ACCESS?
You can click here to easily access Jira.
You will also have noticed that a shortcut appeared on your desktop.
TRAINING
The Technology Team has created some training to learn how to use Jira.
• Click here to access the English Course.
• Cliquez ici pour accéder à la formation Jira en ligne et en Français.
ABOUT THE E-LEARNING PLATFORM
This platform is brand new and the team is using it as an experimental learning experience, therefore you might find some bugs and you can immediately report issues and feedback. This will allow us to improve the platform and open it to more courses in the near future.
For any course, follow the following steps:
– Access the course and click on the blue button “start taking this course”
– Walkthrough Modules > Lessons
– Select the First lesson
– Read the content and videos
– Once finished click on the “complete lesson” at the bottom of the page
– Click “next” for the following lesson
Quiz
Some lessons are followed by quizzes – make sure you take them to test your knowledge!
WHAT HAPPENED TO THE IT SUPPORT EMAIL ADDRESS?
To ensure a timely answer to your IT issue, please ensure you use the new Jira Service Desk. We are disabling the email address servicedesk@colart.com to improve the service and rapidity in our answers. However, if you can’t find a category that fits your issue in the new tool, for example any problem regarding an application such as M3, Cognos or SQL, you will still be able to use this email address. These topics will be integrated in the tool in the near future.
MORE QUESTIONS?
We have prepared a list of questions and answers:
• click here to read them in English
• cliquez ici pour les lire en Français
There is also a dedicated Team Site to help and guide you.
We hope you enjoy the new tool!
The Tech Team