TERN Service desk setup
- Former user (Deleted)
The service desk for TERN has been setup in https://ternaus.atlassian.net/servicedesk. currently, the service desk have 3 agents i.e., 3 people can answer the queries. The service request can be sent via email address as well. A customised email address esupport@tern.org.au is used to gather all the service requests. the email address is created in google with 2-phase authentication. the admin for the service desk is tern.data@uq.edu.au.
The global portal is
https://ternaus.atlassian.net/servicedesk/customer/portals
21th of October 2016
currently the custom email is not working, the email fails the authentication process, email has been sent to Atlassian for answer. Currently, ticket will not be created from email request.
4th of Nov:
the email request is working tested from Gmail, hotmail, Canberra Uni.
Typical scenario
- First time user send support request email to esupport@tern.org.au
- user get "Activate your account" email from jira@ternaus.atlassian.net. the typical email looks like following:
From: TERN support Centre <jira@ternaus.atlassian.net>
Date: Thu, Nov 3, 2016 at 3:49 PM
Subject: [JIRA] Activate your account
To: smguru@gmail.com
We've received your request and a TERN support Centre portal account has been created for you.
To complete your request you'll need to first activate your account.
- the "Activate my account" button in the email will lead user to register to a system"
- the user service request will be part of the Queue.