Jira Service Management

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Determine whether the issue is a duplicate of a known issue or a new issue. If new the issue must be given a clear succinct title and a unique ticket ID. If a duplicate, then the instance of the issue should be documented in the Partner’s issue tracking system as a note to the original instance of the issue; 2. Document the context and the end user steps which caused the issue, including any data elements selected or entered; 3. Confirm that the request and response conform to the standards as set down in GO1’s <a href=\"https://developers.go1.com/v2/reference\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://developers.go1.com/v2/reference</a>; 4. Where an issue is encountered on the Partners production system, the Partner will reproduce the issue on their test environment. 5. 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For a singular transfer please provide the required information in the description field.","icon":16037,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16037","groups":[],"key":""},{"id":"101","name":"Client Data Request","descriptionHtml":"","callToAction":"Client Data Request","introHtml":"Users can request their personal data stored on GO1's platform to be made available to them or that their data be removed.","icon":16157,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16157","groups":[],"key":""},{"id":"389","name":"Content curation","descriptionHtml":"","callToAction":"Content curation","introHtml":"Finding and curating content based on a clients requirements","icon":16030,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16030","groups":[],"key":""},{"id":"291","name":"Content Issue","descriptionHtml":"","callToAction":"Content Issue","introHtml":"When it comes through the normal service desk and is related to issues with content.","icon":16145,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16145","groups":[],"key":""},{"id":"288","name":"Content Request","descriptionHtml":"","callToAction":"Content Request","introHtml":"When it's reported through normal service desk - it can have be of a content request nature","icon":16136,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16136","groups":[],"key":""},{"id":"175","name":"Custom URL","descriptionHtml":"","callToAction":"Custom URL","introHtml":"Request new customised URL for new portal setup","icon":16162,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16162","groups":[],"key":""},{"id":"102","name":"Data Protection Breach","descriptionHtml":"","callToAction":"Data Protection Breach","introHtml":"Data protection breaches refers to any incident involving; loss or theft of data, inappropriate access to data, cyber attack or hacking.","icon":16158,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16158","groups":[],"key":""},{"id":"198","name":"Development Task","descriptionHtml":"","callToAction":"Development Task","introHtml":"Service Request that requires Dev input","icon":16164,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16164","groups":[],"key":""},{"id":"221","name":"Improvement Request","descriptionHtml":"","callToAction":"Improvement Request","introHtml":"When feedback has been provided for improvement or an issue is raised that's not a bug but working as intended, it can be raised to engineering as an improvement request.","icon":15232,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15232","groups":[],"key":""},{"id":"19","name":"Incident","descriptionHtml":"","callToAction":"Incident","introHtml":"Raise an Incident if the system is not working how it should.","icon":16134,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16134","groups":[],"key":""},{"id":"322","name":"Internal Task","descriptionHtml":"","callToAction":"Internal Task","introHtml":"Assisting with internal improvements, validation, testing, data entry etc.","icon":16043,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16043","groups":[],"key":""},{"id":"141","name":"Large Service Request","descriptionHtml":"","callToAction":"Large Service Request","introHtml":"For CSM use for larger SRs","icon":16146,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16146","groups":[],"key":""},{"id":"378","name":"Learning transfer between accounts","descriptionHtml":"","callToAction":"Learning transfer between accounts","introHtml":"Also known as a \"merge request\". This is when learning from 1 established account are transferred to another established account.For bulk transfers, please provide a Google Sheet with new & old email address learning records that need to be merged. For a singular transfer please provide the required information in the description field.","icon":16033,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16033","groups":[],"key":""},{"id":"388","name":"Manual completion","descriptionHtml":"","callToAction":"Manual completion","introHtml":"Manual completion of LI's. For bulk Completion changes, please provide a Google Sheet with the required information. For a singular transfer please provide the required information in the description field.","icon":16013,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16013","groups":[],"key":""},{"id":"28","name":"New Email","descriptionHtml":"","callToAction":"New Email","introHtml":"Don't Use Currently","icon":16147,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16147","groups":[],"key":""},{"id":"320","name":"Onboarding Task","descriptionHtml":"","callToAction":"Onboarding Task","introHtml":"Task related to onboarding a new customer","icon":16164,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16164","groups":[],"key":""},{"id":"377","name":"Password Reset","descriptionHtml":"","callToAction":"Password Reset","introHtml":"A request to bulk reset passwords for users or a singular password reset. To request a bulk reset please provide a google sheet with a list of user ids otherwise provide the singular user id. We will contact you to verify the request. You must be the Administrator for the Portal URL","icon":15232,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15232","groups":[],"key":""},{"id":"456","name":"Pre-approved Request","descriptionHtml":"","callToAction":"Pre-approved Request","introHtml":"Enter the pre-approved request ID provided by the Global Support Team","icon":16016,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16016","groups":[],"key":""},{"id":"24","name":"Question - Scheduled Outage","descriptionHtml":"","callToAction":"Question - Scheduled Outage","introHtml":"Do you have a question or want further information regarding the system outage?","icon":16135,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16135","groups":[],"key":""},{"id":"321","name":"Retention Task","descriptionHtml":"","callToAction":"Retention Task","introHtml":"Task related to provide an additional service for a customer.","icon":16146,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16146","groups":[],"key":""},{"id":"110","name":"SSO","descriptionHtml":"","callToAction":"SSO","introHtml":"Request new SSO for new portal setup","icon":16163,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16163","groups":[],"key":""},{"id":"307","name":"TA Requests","descriptionHtml":"","callToAction":"TA Requests","introHtml":"Training Assist request","icon":16159,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16159","groups":[],"key":""},{"id":"256","name":"Technical Task","descriptionHtml":"","callToAction":"Technical Task","introHtml":"Data integrity issues that need to be rectified.","icon":15232,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15232","groups":[],"key":""},{"id":"257","name":"Technical Task","descriptionHtml":"","callToAction":"Technical Task","introHtml":"Requests that can't be performed by L1","icon":15232,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15232","groups":[],"key":""},{"id":"27","name":"Training Request","descriptionHtml":"","callToAction":"Training Request","introHtml":"Raise a Training Request if you want to book stand alone face to face or online training for yourself or your team.","icon":16136,"iconUrl":"https://go1web.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/16136","groups":[],"key":""},{"id":"103","name":"Training Request - 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