Accessing Jira Support/Project Ticket Desk

• All emails sent to support@schoolworks.co.uk or projects@schoolworks.co.uk create a ticket in a system called Jira Service Management, an Atlassian product.

• It is possible to login to your Atlassian account to view all tickets you have raised, or other colleagues at your school have raised.

• It is also possible to view all comments/progress, add comments, and resolve tickets if appropriate.

• This article explains how to access your Jira Service Management Portal account

Initial Welcome Email

• When your email address was added to the system, you will have received a link to set up a password.

  • It’s no problems if you didn’t set up a password originally, you can do this any time.

Open

• Click on the “sign-up link” to create a password and access the system.

• You can then login in future with your email address and password at the following address:

  • https://cloud-base.atlassian.net/servicedesk/customer/portal/1

Accessing the System if Sign-Up Link Not Used or Forgotton Password

• Go to https://cloud-base.atlassian.net/servicedesk/customer/portal/1

• Enter your email address and press Next

  • If your email address is not recognised, please contact Schoolworks to create an account for you

Open

• Click on Forgot Password

• This will send an email to your address with a link where you can create a password:

Viewing Tickets

• Once you have logged in, click on Requests in the top-right of the screen.

• This will allow you to view tickets “Created by me” or click on your School name to see all tickets created by colleagues in your school: