LF Service Desk ticketing changes

Trishan de Lanerolle
 

Service Desk migration

The Linux Foundation IT is migrating from email-based support system using Request Tracker to a web-based platform provided by Jira Service Desk. We are doing this in order to improve our level of service and your support experience.


The following are the primary improvements you should expect after migration is complete:


  1. Single Sign-On with other Linux Foundation sites, using the same LF ID credentials

  2. Integration with knowledge base articles to help identify possible self-service solutions

  3. Ability to track all your support requests across various projects via the same service desk interface

  4. Ability to see public issues created by other members of your project


The new service desk will become available to you starting Monday, June 17, 2019.


Any support requests that are already open in RT will be preserved and completed there, so there is no need to re-submit them again using the Jira Service Desk. Any new tickets created in RT will be automatically closed with a suggestion and instructions to use the new service desk procedure.


Starting Monday, June 17, please use the procedure described in the attached “Getting LF IT Help” document.


If you need help with anything IT-related for your FD.io project, please use our Service Desk
platform to open a support request: https://
support.linuxfoundation.org



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