The screenshot below shows the full details page for a Jira Service Desk help request. You get here by clicking directly on the request number (e.g. "LTS-1081"). The numbered items show handy features of the JIRA system.
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Under the request's title is the Comments section. You can add comments to the request--these comments get emailed to the LTS staff working on the request.
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Details of the original request form answers are shown under the Comments section. You cannot edit these details, but LTS can so if something should be changed just add a comment.
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Once your issue is submitted, you'll be taken to the Issue Detail Screen. Notice some key elements there:
- The 'title' on the page is the request's summary field, as it was entered – it can be edited at any time for clarity.
- The issue now has a unique issue number, and a link to this page. You can copy this link to get directly back to this page at any time.
The description field shows here also.
The current status of the request is shown here. This changes as you or LTS staff take actions to update it (like when a staff member is assigned to work on it, or if you choose to cancel it, etc.)
The "Comment" section allows you to ask questions, update information and communicate with LTS staff watching the ticket.
the "Share" button allows you to add people to the request. They will receive all future email updates about this request
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Also note that email is the primary route by which issues are interacted with, but the web portal is the most full-featured interface – each email contains links back to this specific issue on the web portal.
