Orange Tracker for Agents

Overview

This page shows how agents log into the Orange Tracker system. Agents require a license to enter the system. For more information on requesting an agent license, please see the Orange Tracker Add a New Agent page.

Logging in

1. Navigate to our new site and app via the links below. Tip: Don’t forget to update your saved links!

a. New URL: https://su-jsm.atlassian.net

2. Use your 'netid@syr.edu' email address at the top of the login screen. Do not try to login with Google, Microsoft, Apple, or Slack.

3. Next you'll see a Microsoft Azure screen. Please use your email address again to login.

4. Set up a new avatar in your Cloud profile. Use an image of you or that will represent you across your Atlassian Cloud products.

Interface and Navigation

Since we are staying within the Atlassian ecosystem, the overall core functions and features will remain. The layout does change to account for everything:

We still have all the major fields within each issue. Summary, Description, Assignee, Reporter, Components, date fields, status, Links, Comments, and more will all remain. We will gain a section for SLA's if your project would like to use this feature.

Issue View

A new issue view experience was rolled out across all Jira Cloud products. Some fields may vary based on the product and your team’s settings. Here’s an
overview of the issue view in Jira Service Management Cloud:

1. Quick-Add Buttons: Create subtasks (company-managed projects), or child issues (team-managed projects); link issues, add web or Confluence links.
2. Back to Queues: Go back to your queues with a single click.
3. Watch and More Actions: Watch the issue, vote, give feedback, and perform other actions like move and clone via the More Actions ••• menu.
4. Issue Status: Select the status, then choose a transition or status to move the issue to.
5. Context Fields: These can include SLAs, request participants, and other information to help describe the issue. Under context fields, select Show More Fields (or More Fields in team-managed projects) to reveal empty fields that aren’t always shown on the issue view.
6. Comment Bar: To add a comment, select Add Internal Note to post a comment that only your team can see (highlighted in yellow), or Reply to Customer to include the person that raised the request. Select the Attachments paperclip icon to add an attachment.
7. Description Fields (company-managed projects only): Description fields are multi-line fields that your team can fill out to add more information to the issue.
8. Customer request information: Information entered by customers when they raise a request is organized in one place. If the customer raised the request from the portal, select View Request in Portal to see it in the portal. Select Hide Details to collapse this panel.
9. Forms: View, edit, reopen, or resubmit forms attached to the issue. Learn more about forms.

The issue is divided into two major sections. The left side displays the issue-key, description, links, and comments. And the right side displays the issue details (5), like assignee, reporter, and components. You'll also have the three dots near the top that function like the More button in the previous version. This holds the Email, Clone, and Move functions. Finally, at the bottom of the screen you'll find the More Fields section that holds additional fields, like Labels, time fields, and custom fields.