Move to Jira Service Management (archived)

Owned by Sigrid Kviteberg
Last updated: Dec 08, 2022 by Daria Chebotaieva
4 min read

In this article, you find answers to the most common questions.

About the move

Why is Adonis moving to Jira Service Management?

Jira Software from Atlassian Software has already been used by our Development Department for several years. We now want to streamline and improve your customer experience by integrating all our remaining customer services on the same platform. 

For you, as a customer, it will mean a better dialogue, increased insight into your own and your Organizations ongoing issues, an integrated knowledge base, and overall an easier user interface compared to the current portal.

Adonis Customer Portal

Where do I find the portal?

The new Adonis Customer Portal can be found here.

Who can create an account?

Any person can create an account.

How do I create an account in the Adonis Customer Portal?

  1. Go to the Adonis Customer Portal at
    https://adonishr.atlassian.net/servicedesk/customer/user/signup?destination=portals

  2. Click the Sign-up button

  3. Enter your email address

  4. Use the sign-up link received on you email

  5. Create a password

  6. Log in

I have an account, but I got a new invite

Even though you have created an account you might experience receiving an Invitation link to register. This happens when your account is connected to the correct company.

You can ignore this invitation email.

General Questions

How can I raise a request with Adonis Support?

You can continue sending your requests to support@adonishr.com or support@adonis.no however, we recommend using the Adonis Customer Portal. This will ensure that our Consultants get all the needed information when you first submit a request.

In the portal you will be able to set the Priority and provide us with the reasons.

Jira Cloud can unfortunately not handle email messages set with “High Importance”.

How can I raise a request with Adonis Professional Services?

Adonis Professional Services are integrated with the Service Desk

Will I be able to view all my issues for my Organization?

You can share issues between members of your organization by adding the users in the Share option.

Can I share a request with others in my Organization?

Yes, there is functionality to share the request with others from your Organization if they have an account linked up to the same Organization.

Will I get notifications when an issue is updated?

Yes. If you are the Reporter or a Participant on a request/issue, these are the email notification you will receive:

  • If you are sent an invitation to join the portal

  • If you create a new request/issue via the portal or by sending an email

  • If an Adonis consultant adds a comment to the request/issue

  • If you are added as a participant to a request/issue

  • If the request needs approval from you or from your company’s dedicated approver

  • If the request/issue changes between statuses

How can I add more information to a request/issue?

You can add more information by replying to any email notifications, or by logging into the portal and opening your issue.

I don’t seem to get any updates from you.

Please check if the emails are going into your Junk folder and follow the steps in this article to move them out:

https://adonishr.atlassian.net/wiki/spaces/KB/pages/4571004929

SLA reporting in Jira Service Management

Will we still receive SLA reports?

Yes, Jira Service Management comes with SLA agreement functionality which will be used for the Adonis HR - Service Desk issues.

Will SLA reports be able to contain reporting from both ConnectWise tickets and new Jira issues?

No, this will unfortunately not be possible. When moving over to Jira, the SLAs will not contain any historical data.

ConnectWise ticket questions

What happens to our ConnectWise tickets when you move systems?

From the 1st of August, you will no longer have access to the ConnectWise customer portal.

All your Organizations ConnectWise Tickets, including all conversations and attachments, will by the end of July be migrated to Jira Service Management, but to a separate project, to which you as a customer do not have access.

Open tickets will be moved over to their respective new Jira projects and followed up as normal.

If there is a specific ticket in Closed status you would like to have access to, this can be requested, and it will be moved to a project where you do have access.

 

Archived

When will the move happen?

The goal is to be fully moved over to Jira Service Management from ConnectWise by the end of July. We will be moving our services in phases.

  • Professional Services – mid-July

  • Service Desk – by end of July

  • Other Services – throughout July

You will be informed about the exact dates for the various services as they get closer.

Can we test out the portal?

Yes, from now until we go live with the Professional Services we invite you to create an account and to try out the portal.

All requests will be considered test and be deleted when we go live. We do not commit to answering any of these test requests.

If a request is changed, you will receive notifications as if it was a live environment, however this can be turned off for each individual request.

The portal is still undergoing changes which can result in changes throughout your testing.

For this first alpha testing, you will be able to raise a request within the Accounting & Finance or the Professional Services projects.

Related Articles

https://adonishr.atlassian.net/wiki/spaces/KB/pages/4572741968

https://adonishr.atlassian.net/wiki/spaces/KB/pages/4571004929