Context
Part of our JSOM DS&A team who manages the Jindal WordPress sites uses JIRA for ticket management.
Note: If you need access to the SOMWEB JIRA project then you can refer to the Ask The Owl knowledge base article titled,
How To Get Jira Access.
Issues with Jira
The JSOM DS&A team is an end user of the Jira application and is not able to handle any issues or errors in regards to connecting, accessing or troubleshooting errors with the JIRA system. Please refer to the JIRA Service Team who administers the Jira application for these types of inquiries, or contact the OIT Service Desk for support for any UTD account issues that you may encounter.
Reassigning Atlas tickets
It's possible that you submitted an Atlas ticket to the wrong group. If so, you can comment on your ticket and ask for the issue to be redirected to the OIT EDAS Enterprise Application Services (EAS) group.
It's also possible that you are an Atlas Technician and were mistakenly assigned a ticket for the JIRA team. If so, please reassign this ticket to the OIT EDAS Enterprise Application Services (EAS) group.
Common Issues
Jira Service Team
Below are common issues we receive in regards to JIRA that need to go through the JIRA Service team and not the JSOM DS&A team:
- I try to log in but see an error saying, "Please contact your administrator for more information."
- I try to log in but I see an error saying, "SAML Single Sign On Failed"
- I try to log in but something went wrong.
OIT Service Desk
Below are common issues where you may want to contact the OIT Service Desk for broader account help and not the JSOM DS&A team:
- I cannot log into email or any of my UTD accounts, including JIRA.
- I may be locked out of my account because I tried logging into JIRA too many times.