MCWS has launched our new Service Desk for managing requests and incidents
How to Raise a Ticket
- Log in using your Mozillians ID
- At the moment only Mozillians in the NDA group can raise tickets. This is a stop-gap as we decide exactly how open we want the portal to be
- Select the type of ticket you want to raise eg
- Request a new service
- Report a problem with a service
- Follow the instructions on the form
You can also email email@example.com, especially if you have a general question. Anyone you cc on the email will be added as a participant.
We prefer you use the form for all other requests, however if you need to report a problem and cannot access the form, please use “Problem” in the subject to ensure it is routed correctly.
Why Jira Service Desk?
Links to Inventory
MCWS have been using Jira along with an add-on called Insight to manage our inventory and link that inventory to related tasks. Insight allows that inventory to be available when raising tickets in Jira Service Desk. It also allows the options presented to be dynamic.
This screenshot is taken from the “Report a Problem” form. First we have selected MCWS from the list of communities. Now we can see that only services related to MCWS are available as options:
The Bugzilla team cannot support forms. We had asked to have our bugzilla components and form consolidated to better reflect our current structure within Mozilla. Unfortunately this is not trivial to do in Bugzilla. Service Desk, on the other hand, is purpose built to provide users with easy to use forms.
While we prefer you to use the form to file a request, you can then use email to receive updates and reply to those updates.
Service Desk can be linked to a knowledge base and dynamically suggest articles based on the request type and the information submitted in the form.
Please let us know by replying to this topic if you have any issues using the portal, including suggestions to improve the wording or fields available on the forms.