This document will guide you through how to create a Jira ticket from a Freshdesk ticket.






  • Your freshdesk ticket will look something like the screenshot below. There will be the initial part, any responses from us and any responses from the customer.







  • You will then get to a point where you need to escalate the ticket to development.


  • To escalate a ticket we need to create a ticket in Jira 


  • Within the ticket, on the right-hand panel within Freshdesk, you will see the words ATLASSIAN JIRA PLUS 





  • Click on the downward arrow to expand the plugin to reveal two buttons



  • When creating a new development ticket click the 'create issue' button



  • This will open a side panel and in here you will need to set the project as venuedirectory and choose the type of ticket, bug or enhancement (if it's an enhancement please choose 'task' from the options)  Be sure to set the correct status as selecting the wrong status can affect the time it takes to resolve the issue.


  • In the components, box type Gratis and select it from the dropdown, if the issue is to do with a report select Gratis reports


  • When asked who to assign the ticket to please leave it as unassigned. 


  • The description field will be picked up from the first entry in the ticket you are escalating and it will not be relevant to post this information into the development ticket.  You will need  to delete it from the description box before clicking the ' create issue ' button




  • After you have clicked the button the new issue will be created and a ticket number will be generated in Jira. You will see this in the side panel in Freshdesk - In this example, the ticket number is 248




  • We now need to add the info to this ticket for the devs to work on and we do that by clicking the link we've just created in the side panel. In the screenshot above this is the blue text that says TVD-248. Clicking this will take us to the Jira ticket.


  • Paste the canned response 'Template for IT escalation' which you will need to copy from Freshdesk into the 'description' on the Jira ticket. The easiest way to copy the template is to click add note to your Freshdesk ticket, within the note click canned response, search for 'Template for IT escalation' insert the template , copy the template and then cancel the note.


  • Go back to the Jira ticket and paste the template into the description and fill in the ticket. Remember to change the title of the ticket so it's meaningful.


  • Include a video for all tickets (unless a screenshot will suffice). If attaching screenshots be sure to include the URL in the screenshot.


  • The Jira ticket number will auto-populate the Tag's section in the Freshdesk ticket and you will need to add another tag so we can clearly see if the escalated ticket is a Bug or an Enhancement.


  • If the issue is a bug type bug into the search box and select GRATIS Bug from the dropdown list. If the issue is an enhancement, type enhancement and select GRATIS Enhancement from the dropdown list. Once complete set the Status to Escalated to IT.







  • When creating tickets in Jira be clear and concise, provide all the required information and always include a video and at least screenshots that contain the URL's


  • Make sure the title reflects the issue and isn't the title that pulls through from Freshdesk


  • An example of a ticket in Jira:





Event Booking > Arrival date on guest rooms incorrectly updating when saving a booking

Attach
Create subtask
Link issue

Description

Problem: 

When changing an arrival date on the general page of an event booking which has guest rooms if you click cancel on the pop that says 'also update the guest room arrival dates' on clicking save to generate the documents the system changes the guest room arrival dates

Steps to reproduce:

Load event booking CAL484397/3.  Go to the guest tab and note the arrival date for each room, it will be the same as the arrival date on the General page

Change the arrival date on the general page, you will then see a pop up ( it should say yes or no rather than ok or cancel)

If you click cancel the arrival date for the rooms should not update and it doesn’t but then when you click the big green save button to generate the documents the arrival date of the rooms change to the arrival date from the general page despite you clicking o to the pop up that is meant to control the room dates.

 

Expected result:

Room arrival dates are not updated when the save button is ticked

Actual result:

The room dates are updated when save is clicked

Booking ref if applicable: CAL484397/3.

 

Video

Untitled: Sep 23, 2020 3:26 PM.webm 











Development tickets that are affecting multiple customers



  • There might be times when an issue is affecting multiple customers and we now have the ability to link the ticket 


  • To link the ticket first find the JIRA ticket number you want to link your ticket with. 


  • Now back in the ticket you want to link to expand the Jira plugin and click link ticket - ht the drop-down and select 'search bu issue ID' enter the jira ID and when it returns a positive result click link tickets