Jira Service Management

{"xsrfToken":"e392f6f7-ec93-442d-b9ae-ed7d8d814c21_99cade078a53393b2a599ff57d2f82ecbd02f504_lout","branding":{"id":"2","key":"isd","name":"SeattleU IT Service Desk","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/2/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#87181c","headerLinkHoverBGColor":"#87181c","headerBadgeColor":"#87181c"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/5049a1e5-9fb6-4dbc-bb2b-d28a8cf5f5c6/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5ZWNhYzEyZC1mZGI1LTQ1MGQtOTc1YS05NzQ1MjBjYjc4YzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjUwNDlhMWU1LTlmYjYtNGRiYy1iYjJiLWQyOGE4Y2Y1ZjVjNiI6WyJyZWFkIl19LCJleHAiOjE2MjM3OTI1MTQsIm5iZiI6MTYyMzc5MTg1NH0.AHHFxNV0Vsx7vUg1Ui9aEqp27gpWw_ZGjFAJBXxCEbY&client=9ecac12d-fdb5-450d-975a-974520cb78c7&mode=fit","logoId":"5049a1e5-9fb6-4dbc-bb2b-d28a8cf5f5c6","isLogoAvailable":true,"helpCenterTitle":"How can we help you?","sharedPortalName":"Seattle University","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"How can we help you?","sharedPortalName":"Seattle University","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#aa0000","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false},"portal":{"id":"2","key":"isd","projectId":10000,"serviceDeskId":2,"name":"SeattleU IT Service Desk","description":"Need help with a device, system, or program? Raise a request with our support team.","portalBaseUrl":"/servicedesk/customer/portal/2","onlyPortal":false,"reqTypes":[{"id":"101","name":"Chat","descriptionHtml":"Requests created by chat","callToAction":"Chat","introHtml":"Requests created by chat","icon":10541,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10541","groups":[],"key":""},{"id":"74","name":"Task","descriptionHtml":"","callToAction":"Task","introHtml":"","icon":10516,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10516","groups":[],"key":""},{"id":"31","name":"VPN support","descriptionHtml":"","callToAction":"VPN support","introHtml":"I can't sign into the VPN, my connection is unstable, or I need it installed.","icon":10487,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10487","groups":[9,4,3],"key":""},{"id":"39","name":"Something else","descriptionHtml":"","callToAction":"Something else","introHtml":"The issue I am having is not on this list.","icon":10520,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10520","groups":[10,9,11,4,3,5,6],"key":""},{"id":"34","name":"Transact account","descriptionHtml":"","callToAction":"Transact account","introHtml":"I need support for my campus card or Transact account","icon":10543,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10543","groups":[5],"key":""},{"id":"14","name":"Request a new account","descriptionHtml":"This form is for AUTHORIZED PERSONNEL ONLY. It is to be filled out by Human Resources or the Faculty Services Manager. All new account requests are subject to verification with Human Resources or Faculty Services. Required fields are indicated by an asterisk *.","callToAction":"Request a new account","introHtml":"This form is for AUTHORIZED PERSONNEL ONLY. It is to be filled out by Human Resources or the Faculty Services Manager. All new account requests are subject to verification with Human Resources or Faculty Services.","icon":10517,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10517","groups":[3,5],"key":""},{"id":"10","name":"SeattleU ID & login issues","descriptionHtml":"","callToAction":"SeattleU ID & login issues","introHtml":"I need to reset my password, or can't login to SU Online, my computer, email, or other SU websites.","icon":10518,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10518","groups":[5],"key":""},{"id":"20","name":"Phone or voicemail requests","descriptionHtml":"For a Device Relocation Request, please refer to this page: <a href=\"https://www.seattleu.edu/its/forms-and-requests/device-relocation-request/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://www.seattleu.edu/its/forms-and-requests/device-relocation-request/</a> For help on how to access your voicemail or change your greeting please refer to this page: <a href=\"https://www.seattleu.edu/its/network/campus-phones/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://www.seattleu.edu/its/network/campus-phones/</a> For all other phone support requests, use the form below. Our goal is to resolve your request within 5 business days.","callToAction":"Phone or voicemail requests","introHtml":"I need to report a phone issue, reconfigure, get a new phone, or have voicemail problems.","icon":10531,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10531","groups":[9],"key":""},{"id":"16","name":"Hardware, VDI, or software issue","descriptionHtml":"","callToAction":"Hardware, VDI, or software issue","introHtml":"I need applications updated, have problems with the VDI, existing apps, or have another issue with my computer or hardware.","icon":10512,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10512","groups":[4,3],"key":""},{"id":"19","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"For example, a new mouse or monitor.","icon":10544,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10544","groups":[],"key":""},{"id":"18","name":"Install software or request a license","descriptionHtml":"","callToAction":"Install software or request a license","introHtml":"I need a program or app installed on my computer or a license to use specific software.","icon":10524,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10524","groups":[4,3],"key":""},{"id":"21","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10527,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10527","groups":[],"key":""},{"id":"26","name":"Printing issues","descriptionHtml":"","callToAction":"Printing issues","introHtml":"I can’t print or my printer is out of toner/paper.","icon":10529,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10529","groups":[11],"key":""},{"id":"29","name":"Request a loaner computer","descriptionHtml":"","callToAction":"Request a loaner computer","introHtml":"I need to borrow a computer for faculty/staff use for a short period of time.","icon":10544,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10544","groups":[10,4],"key":""},{"id":"30","name":"Wired or Wi-Fi connection","descriptionHtml":"","callToAction":"Wired or Wi-Fi connection","introHtml":"I can't connect to Wi-Fi or my connection is slow or dropping out.","icon":10519,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10519","groups":[9,4,3,6],"key":""},{"id":"32","name":"Request a SharePoint site","descriptionHtml":"","callToAction":"Request a SharePoint site","introHtml":"I need a new SharePoint site created.","icon":10522,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[6],"key":""},{"id":"35","name":"Administrative systems","descriptionHtml":"Use this form to request access to a system or get help if one isn't working properly.","callToAction":"Administrative systems","introHtml":"I need access or help with Canvas, My.SeattleU, SUOnline, Colleague or another system.","icon":10538,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10538","groups":[10,5,6],"key":""},{"id":"37","name":"Report A/V tech problem","descriptionHtml":"","callToAction":"Report A/V tech problem","introHtml":"The projector, my audio, or my classroom computer isn't working.","icon":10540,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10540","groups":[10],"key":""},{"id":"38","name":"Equipment rental request","descriptionHtml":"","callToAction":"Equipment rental request","introHtml":"I need to rent a projector, microphone, or something else.","icon":10544,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10544","groups":[],"key":""},{"id":"41","name":"Mobile device issue","descriptionHtml":"","callToAction":"Mobile device issue","introHtml":"My university-owned iPad or iPhone won't turn on, I can't unlock it, or I'm having another issue.","icon":10537,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10537","groups":[4],"key":""},{"id":"40","name":"Print, MPS or PaperCut Account","descriptionHtml":"","callToAction":"Print, MPS or PaperCut Account","introHtml":"I need to add or remove someone from a print budget or are having billing or account issues.","icon":10518,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10518","groups":[11,5],"key":""},{"id":"42","name":"P: or T: drive issues","descriptionHtml":"","callToAction":"P: or T: drive issues","introHtml":"I can't connect to my P: or T: drive, files are missing, or I'm having a different issue.","icon":10528,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10528","groups":[4,6],"key":""},{"id":"43","name":"Request a new server","descriptionHtml":"Please fill out a <a href=\"https://redhawks.sharepoint.com/:w:/s/its/EZ8xw5yIzvNHgqg_QPFgx1gBn0wDWycf171Dp1RvQXD8KA?e=plgb8p\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">server request form</a>, then attach the completed form in this request.","callToAction":"Request a new server","introHtml":"Please fill out a <a href=\"https://redhawks.sharepoint.com/:w:/s/its/EZ8xw5yIzvNHgqg_QPFgx1gBn0wDWycf171Dp1RvQXD8KA?e=plgb8p\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">server request form</a>, then attach the completed form in this request.","icon":10528,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10528","groups":[6],"key":""},{"id":"44","name":"Purchase new equipment","descriptionHtml":"","callToAction":"Purchase new equipment","introHtml":"I need to purchase a new computer, hardware, or another device.","icon":10536,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10536","groups":[],"key":""},{"id":"46","name":"Jira Feedback","descriptionHtml":"","callToAction":"Jira Feedback","introHtml":"I'm reporting an unexpected behavior in Jira, submitting a suggestion, or am requesting a change.","icon":10539,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10539","groups":[],"key":""},{"id":"47","name":"Reset Password","descriptionHtml":"","callToAction":"Reset Password","introHtml":"","icon":10526,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10526","groups":[],"key":""},{"id":"49","name":"Learning Spaces Software Request","descriptionHtml":"","callToAction":"Learning Spaces Software Request","introHtml":"Request software for a learning space.","icon":10524,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10524","groups":[10],"key":""},{"id":"50","name":"Vendor Account Request Form","descriptionHtml":"","callToAction":"Vendor Account Request Form","introHtml":"This form is for AUTHORIZED PERSONNEL ONLY. Please allow 5 business days for your request to be processed.Note: If you require a campus card, please use the <a href=\"https://www.seattleu.edu/safety/access-control-and-keys/building-access-request/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">web form</a> on the Public Safety website to request one.","icon":10517,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10517","groups":[5],"key":""},{"id":"75","name":"MFA Token Request","descriptionHtml":"You must make this request from your SeattleU email address or SeattleU account. If you use a personal account such as Gmail, Yahoo, etc. to make this request it will be rejected.","callToAction":"MFA Token Request","introHtml":"If you'd prefer to be issued a physical token to receive multi-factor authentication codes for your SeattleU account. Use this form to request one.","icon":10526,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10526","groups":[5],"key":""},{"id":"53","name":"Request admin rights","descriptionHtml":"Instructions: <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/warning.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> The person who submits this ticket will be the user that admin rights will be granted to. You cannot request admin rights for someone else. If you are requesting admin rights for someone else, please have that person submit this ticket. *One ticket will need to be submitted per person who needs admin rights. The person inside the 'Raise this request on behalf of' field will receive admin rights if approved. * If you only need specific applications installed, please submit the <a href=\"https://seattleuniversity.atlassian.net/servicedesk/customer/portal/2/group/3/create/18\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">software installation request form</a> instead. If you are granted administrative rights, those rights only pertain to the machine identified by the computer name in this ticket — not administrative rights to any other system.","callToAction":"Request admin rights","introHtml":"I require administrative rights on my machine for my day-to-day work.","icon":10513,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10513","groups":[3,5],"key":""},{"id":"28","name":"Move computer or equipment","descriptionHtml":"Please read <a href=\"https://www.seattleu.edu/its/forms-and-requests/device-relocation-request/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this article</a> and fill out the device relocation spreadsheet referenced on that page before submitting this form.","callToAction":"Move computer or equipment","introHtml":"Please read <a href=\"https://www.seattleu.edu/its/forms-and-requests/device-relocation-request/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this article</a> and fill out the device relocation spreadsheet referenced on that page before submitting this form.","icon":10532,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10532","groups":[4,3],"key":""},{"id":"51","name":"Fax to Email Request Form","descriptionHtml":"","callToAction":"Fax to Email Request Form","introHtml":"Receive faxes in your inbox or a SharePoint page.","icon":10527,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10527","groups":[9],"key":""},{"id":"52","name":"Cloud Operations","descriptionHtml":"","callToAction":"Cloud Operations","introHtml":"","icon":10528,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10528","groups":[],"key":""},{"id":"54","name":"OneDrive Remote Support","descriptionHtml":"","callToAction":"OneDrive Remote Support","introHtml":"Get support moving your files to OneDrive, installing the OneDrive app and more.","icon":10541,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10541","groups":[4,3],"key":""},{"id":"96","name":"MFA Problem","descriptionHtml":"","callToAction":"MFA Problem","introHtml":"MFA isn't working, I cannot register, I lost my MFA token, or I have a question about MFA","icon":10518,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10518","groups":[3,5],"key":""},{"id":"27","name":"Update, create, or delete a distribution list","descriptionHtml":"<h4><a name=\"Instructions%5C%5C%5C%5CYoucaneitheruploadaCSVfilewiththelistofmembersusingthistemplatehttps%3A%2F%2Fseattleuniversity.atlassian.net%2Fl%2Fc%2FuRxziD5C%2CoruseourPeopletoAddandPeopletoRemovefieldsbelowtomakechangestoaDistributionList....\" target=\"_blank\"></a>Instructions You can either <a href=\"https://seattleuniversity.atlassian.net/l/c/uRxziD5C\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">upload a CSV file with the list of members using this template</a>, or use our People to Add and People to Remove fields below to make changes to a Distribution List. <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/warning.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> Important: 1) You can only <a href=\"https://seattleuniversity.atlassian.net/l/c/uRxziD5C\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">upload a CSV file using this template</a> OR use the 'People to Add' and 'People to Remove' fields. Not both. 2) If you're adding non-SU email addresses, you MUST upload a <a href=\"https://seattleuniversity.atlassian.net/l/c/uRxziD5C\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">upload a CSV file with the list of members using this template</a>. You cannot use the 'People to Add' and 'People to Remove' fields for non-SU email addresses. 3) You can only make changes to one distribution list per form, if you're making changes to multiple lists please submit one form for each list. 4) If you're uploading a CSV file, you <a href=\"https://seattleuniversity.atlassian.net/l/c/uRxziD5C\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">must use this template</a>. If you don't use the required template, no changes will be made to your list and you'll need to resubmit this form with the correct CSV template.</h4>","callToAction":"Update, create, or delete a distribution list","introHtml":"I'd like to update, create, or delete a distribution list.","icon":10516,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10516","groups":[4,3,6],"key":""},{"id":"97","name":"Production application upgrade (normal change)","descriptionHtml":"Use this form to submit a new production change for an upcoming PSM window.","callToAction":"Production application upgrade (normal change)","introHtml":"A standard change request is required for all product system upgrades. This requires change review and approval before implementation.","icon":10524,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10524","groups":[26,6],"key":""},{"id":"55","name":"Production application update (pre-approved standard change)","descriptionHtml":"Use this form for standard pre-approved changes. Standard changes are pre-approved with automations to speedup the request process.","callToAction":"Production application update (pre-approved standard change)","introHtml":"Pre-approved weekly production system update that might include a configuration or data update (standard change).","icon":10532,"iconUrl":"https://seattleuniversity.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10532","groups":[26,6],"key":""}],"reqGroups":[{"id":3,"name":"Popular Requests"},{"id":5,"name":"Accounts & Access"},{"id":4,"name":"Computing Issues"},{"id":9,"name":"Network & Phones"},{"id":11,"name":"Printing Issues"},{"id":6,"name":"University Systems"},{"id":10,"name":"Teaching & Learning"},{"id":26,"name":"Infrastructure Change Coordination"}],"orderMapping":{"12":[39],"11":[26,40,39],"10":[49,37,35,29,39],"9":[51,31,30,20,39],"4":[54,16,18,41,42,29,28,27,30,31,39],"3":[96,54,16,27,18,30,53,31,28,14,39],"5":[96,75,10,35,40,53,50,14,34,39],"6":[97,35,27,30,42,32,43,39,55],"26":[55,97],"7":[18]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"1cbfb52d-8845-3e48-b304-babc4fde37a9","appLinkName":"System Confluence","appLinkUrl":"https://seattleuniversity.atlassian.net/wiki","spaceKey":"ISD","spaceName":"ITS External Knowledge Base","spaceUrl":"https://seattleuniversity.atlassian.net/wiki/spaces/ISD"},"labels":[],"projectKey":"ISD","serviceDeskId":2},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"ISD","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false},"kbPage":{"id":200442017,"title":"Scheduling Office Hours Using Microsoft Bookings","url":"https://seattleuniversity.atlassian.net/rest/servicedesk/knowledgebase/latest/articles/view/200442017","space":{"key":"ISD","name":"ITS External Knowledge Base","id":32972},"serviceDeskIds":[2],"appLinkId":"1cbfb52d-8845-3e48-b304-babc4fde37a9","projects":[{"projectId":10000,"serviceDeskId":2,"portalId":2}]}}