ITSM
What Is IT Help issue in ITSM?
IT Help in IT Service Management (ITSM) refers to the assistance provided to end-users or businesses when they encounter technical issues or require support with IT services. This encompasses the identification, classification, response, and resolution of incidents or service requests. Typically managed through a Help Desk or Service Desk, IT Help aims to restore normal service operation promptly and minimize adverse impacts on business operations, ensuring quality and consistency in service delivery.
Our Jira IT Help Template
In an ITSM framework, it's crucial to capture all relevant information when an IT help ticket is raised. Here's an example of an IT HELP ticket description template in JIRA's wiki format.
Copy and paste this example into your Jira issue while issue creation and then save it as a Jira IT Help template with Easy Templates app.
h2. Ticket Summary
Short description of the issue or request.
h2. User Details
* Name: [End-user's name]
* Department/Team: [Department or team of the end-user]
* Contact Information: [Phone number, email, or other relevant contact details]
h2. Device/Software Details (if applicable)
* Device Type/Model: [e.g., "Dell Latitude 5400", "iPhone 12"]
* Operating System: [e.g., "Windows 10", "macOS Catalina"]
* Software/Application: [Name and version of the problematic software or application]
h2. Issue/Request Details
Detailed description of the issue or request. Include any error messages, behaviors, or specific functionalities affected.
h2. Steps to Reproduce (if applicable)
* First step.
* Second step.
* And so on...
h2. Attachments
Attach screenshots, error logs, or any other relevant files that can provide more context.
h2. Priority
Indicate the urgency of the issue/request, e.g., "High", "Medium", "Low".
h2. Previous Troubleshooting (if any)
List any troubleshooting steps already taken by the user or any temporary fixes applied.
h2. Dependencies/Blocked Work
Indicate if the issue is blocking any critical work or processes for the end-user.
h2. Notes/Additional Information
Any other relevant details or context about the ticket.
This template is designed to gather comprehensive details about IT issues or requests, ensuring that support teams have all necessary information to initiate troubleshooting or fulfill the request efficiently. Adjust the template as needed based on your organization's specific ITSM practices and workflows.
Reuse this template in your Atlassian Jira with “Easy Templates for Jira” app.