IT Express Help Desk Support

Front line people who will create problem tickets for Sakai in Remedy include the following groups:

• The pedagogical group (Andy Jones and Beverly Cranes)
• IT Express
• ET Partners (headed by Chris Sarason)
• Others, yet to be determined

Once the ticket is in Remedy, it is targeted to a Sakai group who will fix the problem and then resolve the ticket.

One Sakai support group, called Sakai application group (Mike Waid and Nancy Wallace of IT Express) will also enter tickets in Jira. These two individuals, with deeper knowledge of Sakai than most other IT Express members, will peruse Remedy tickets for Sakai issues. If Nancy and Mike are unable to resolve the problem tickets, they will create Jira problem tickets for Sakai programmers. Once in Jira, the Sakai programmers will brainstorm about each ticket and at least one of them will make the necessary bug fix and resolve the ticket. Sakai programmers may also need to move tickets from our UCD Jira instance to the Sakai Foundation's Jira instance. Sakai programmers are not expected to look for problem tickets in Remedy at this time. This may change in the future.

QA will also create problem tickets in Jira in response to QA testing.

Mike Waid and Nancy Wallace should create a "Watch" on the Jira page so they can be alerted of a change in the Jira ticket status. Nancy and Mike will update Remedy according to changes in problem tickets in Jira.

At a later date, Binhtri may write a Web Services application that will move Sakai problem tickets from Remedy to Jira and back, with the functionality to update the ticket status in Remedy or Jira.