Quick Ticket Tutorial and Overview

Below are general instructions on creating and managing ticket requests, along with each ticket type.

General Notes

Please use tickets for all correspondence and requests

Use the ticket comments to communicate with Rhonda and other staff, mentioning their names to make sure they’re alerted to action on the ticket. Please do not email Rhonda directly about business operations tasks; instead, use the tickets.

Creating a ticket

• When logged into the project, click the blue “Create” or “+” button.

• Select the most relevant “Issue Type”.

• Either mention the appropriate staff in the ticket or assign the ticket to them if you need specific action to be taken by them. Otherwise, leave assignee set to automatic.

• As Rhonda (or others) work on a ticket, it will be moved into the “In Progress” column on the Board. When the request is finished, you’ll get a notification that it has been “Resolved” and will see it in the Resolved column.

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Working in a ticket

• You will receive a notification email when you’re mentioned in a ticket or the ticket is assigned to you. If you have the JIra app, you can interface with it from your mobile devices.

• You can respond to the system-generated email, which will create a comment in the ticket. For more options and functionality, login to the system and use the comment function directly in the ticket.

• To mention someone (which will also make them a “watcher” on the ticket and notify them whenever updates are made to the ticket), start typing their name prefixed with “@”. For example, “@j” will present you with a list of names that start with “J” (see sample below). Click the person’s name to select them, which will add them to the ticket. Make sure to mention people when you need to communicate with them.

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Ticket Types

Purchase Order

• Use to create and track purchase order requests.

• Documentation for staff is at PO Process and Contracts for instructions on documents needed to create the PO.

• The ticket will remain “In Progress” until the PO is issued. The ticket will be transitioned to “Resolved” when Rhonda has the final PO number and it has been added to the ticket.

Submit an Invoice to Pay:

• Use to track invoice payment requests.

• Staff should create this type of ticket anytime they have an invoice that needs to be paid and which has not been submitted directly to AP.

• Documentation for staff is at Paying an Invoice (vendor) for guidance on acceptable invoice formats.

Equipment Purchase:

• Use for all equipment and goods purchase requests.

• Documentation for staff is at Purchase Requests-Office Supplies and Equipment

Expense Report:

• Rhonda will create a ticket for each new expense report after she receives a p-card notification from Workday. If you have an expense on your personal credit card that needs to be reimbursed, please create a ticket.

• Rhonda will assign the ticket to you and ask that you upload the receipt and approvals (if necessary) to the ticket.

• Documentation for staff is at Expense Reports (P-Card and Reimbursements)

Sponsored Identity

• Used to create NetIDs and emails for non-Yale people.

• Documentation for staff is at Sponsored Identities

New Supplier

• Use to create a new supplier in Workday prior to creating a PO.

• Remember, it is necessary to create a new supplier in advance of a PO or paying a supplier, and this process can take several weeks.

• Documentation for staff is available at New Supplier Setup and Supplier Change

IT Help

• Use to answer general IT questions or requests such as new email addresses, computer warranties, computer setup requests, etc.

• Documentation for staff is available at Purchase Requests-Office Supplies and Equipment

Ask a Question

• Use for all other questions or requests.