Contents
How to Log a Ticket in JIRA for a query/issue/request
Method: Using PORTAL in JIRA
RightShip Platform Support
Platform Issues
Data Issues
Request a Feature
Security & Infrastructure Items
Vetting Operations
New Customer Setup [NEWLY ADDED]
Vetting Process Change
New Vetting Rule
Change to Existing Vetting Rule
Vetting Process Vetting Feedback
Access Management
Customer API Support
How to Log a Ticket in JIRA for a query/issue/request
RS Users can log a ticket in JIRA for any customer related or platform issues via below method. These tickets will be submitted to the Support Team. Support Team will then provide the solution.
Upon submitting the ticket, users will receive email notification with ticket details.
Method: Using the Portal- Product Technical Support. All the details and steps required are covered in this document below. Users are requested to opt for this method to log a service desk ticket as it allows our Support Team to triage tickets and allocate them to the appropriate teams.
Precondition: User requires an access and need to login to JIRA.
Shortcut: Intranet Home > Platform Support
Or Direct URL: https://rightship.atlassian.net/servicedesk/customer/portals
Steps:
1. Login to JIRA and navigate to https://rightship.atlassian.net/servicedesk/customer/portals
2. Click on Product Technical Support.
3. Select the type of ticket you want to raise a request for.
3.1. RightShip Platform Support: Select this option if you have any platform related issues like data, request a new feature, or security and infrastructure items.
3.1.1. Platform Issues: Select this option if user faces platform issues. Few examples can be-
· User unable to login, navigation issues.
· Platform crash/loading issues.
· Certain menu/entry points not visible/accessible.
· Unable to search or select options etc.
Form for Platform Issues: See an example below.
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Summary: Enter a one-liner precisely.
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Select the category the issue from the dropdown list belongs to. E.g.: - API, Carbon Accounting, GHG Rating, Forms etc.
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Severity: Describe how severe the problem is. Description is given below for which severity to select.
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URL: Paste the URL of where the issue exists in.
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Description should be in detail.
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Upload a screenshot, supporting document to provide better understanding.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.1.2. Data Issues: Select this option for any data related issues like Vessels, Safety Score, PSC, INC. E.g.: -
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Data is not present/not loading
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Data not displayed correctly
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Data is incorrect, etc.
Form for Data Issues: See an example below.
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Summary: Enter a one-liner precisely.
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Select the category, the issue from the dropdown list belongs to. E.g.: - Incidents, Vessel etc.
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Severity: Describe how severe the problem is. Description is given below for which severity to select.
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Description should be in detail with steps.
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Upload a screenshot, supporting document to provide better understanding.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.1.3. Request a Feature: Select this option for feature related queries. E.g.: -
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Add a completely new feature/Modify existing feature
Make some changes in the Components like-
Adding a new filter in Dashboard controls in Carbon Accounting component or remove any field in Client Forms etc.
Form to submit a feature request. See an example below.
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Summary: Enter a one-liner precisely.
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Description should be in detail with steps. Add a URL (optional)
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Benefits: Reason for the new change
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Components: Select the component where the change is required, like Lists&Alerts, Vessel etc.
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Upload a screenshot, supporting document to provide better understanding.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.1.4. Security & Infrastructure Items: For IT purpose only
Form to submit the request is below with an example.
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Summary: Enter a one-liner precisely.
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Description should be in detail with steps.
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Select the category, the issue from the dropdown list belongs to.
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Severity: Describe how severe the problem is.
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Upload a screenshot, supporting document to provide better understanding.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.2. Vetting Operations: Select this option to request about new customer signup, vetting process change, new vetting rule, change existing rule, vetting process feedback (Positive/Negative).
3.2.1. New Customer Setup [Newly Added]: Select this option for new customer signup process
To sign up for a new Customer, see an example below.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.2.2. Vetting Process Change: Select this option to suggest changes to vetting process.
Form to submit the Vetting Process Change. See an example below.
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Summary: Enter a one-liner precisely.
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Description should be in detail with steps.
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Suggested Change/Solution: Solution or suggestion should be in detail with examples, if possible, of how it will improve the process.
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Documentation Changes: Mention if any documentation changes are required.
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Resource/Process Impact: Describe how severe the problem is and can affect the function/business.
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Upload a screenshot, supporting document to provide better understanding.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.2.3. New Vetting Rule: Select this option to log a ticket for new vetting rule.
Form for New Vetting Rule. See an example below.
Follow the steps as given in the screenshot above. For fields with no information can be marked as ‘None’ or ‘Not Applicable’.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.2.4. Change to Existing Vetting Rule: Select this option if you want to make changes to the criteria or add new changes in the existing vetting rule.
Form to submit changes to Existing Vetting Rule. See an example below.
Follow the steps as given in the screenshot above. For fields with no information can be marked as ‘None’ or ‘Not Applicable’.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.2.5. Vetting Process Feedback: Select this option to provide Feedback (Positive/Negative) on vetting issues, inconsistencies, or customer complaints.
Feedback Form for Vetting Process. See an example below.
Follow the steps as given in the screenshot above. For fields with no information can be marked as ‘None’ or ‘Not Applicable’.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.3. Access Management: Select this option to add/update/remove a Customer, Business Unit or User in the platform.
See an example below.
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Request Type: Select the type of access request like add a new role, Remove User etc.
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Customer Name: Provide the customer/user name whose access needs to be managed.
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Details of request: Give details what type of access, permissions are required. Provide the name of the users and their email ids.
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Attachment: Attach a screenshot or supporting document to provide better understanding of the request.
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Click on Send. Click on Cancel to go back.
A JIRA ticket will be created and sent to Support Team. User will receive an email notification with ticket details.
3.4. Customer API Support: This option is dedicated for queries/requests related to BHP users only.
