Jira Service Management

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","userInitialAnnouncementMessageWiki":"Technical Support 1-877-379-7999 or ext. 1081 from any campus phone\n<a href=\"https://trios-tekservices.atlassian.net/l/c/hmq6XPz3\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Staff Knowledge Database</a> <a href=\"https://trios-tekservices.atlassian.net/l/c/Js64Vj1A\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Student Knowledge Database</a>","translations":{"en-US":{"helpCenterTitle":"Welcome to the triOS Technical Support Help Center","sharedPortalName":"Help Center","announcementHeader":"Welcome to the Support Portal! 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To locate your request form faster please use the search function located at the top right corner of this page.","portalBaseUrl":"/servicedesk/customer/portal/3","onlyPortal":false,"reqTypes":[{"id":"389","name":"Access & Hardware Requests","descriptionHtml":"Keep in mind all these requests will require secondary approvals before we can proceed.","callToAction":"Access & Hardware Requests","introHtml":"Select this request type if you need access to a warehouse folder, mailbox, distribution lists / group, YCBM, new hardware, or other related items.","icon":10517,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[20],"key":""},{"id":"623","name":"ADMS Form & Checklist Mapping Requests","descriptionHtml":"Please use this form to report errors or request updates related to ADMS form and program mappings.","callToAction":"ADMS Form & Checklist Mapping Requests","introHtml":"Please use this form to report errors or request updates related to ADMS form and program mappings.","icon":10657,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[106],"key":""},{"id":"630","name":"ADMS Requests ","descriptionHtml":"Please use this form to submit requests for creating new ADMS forms or modifying existing ADMS forms.","callToAction":"ADMS Requests ","introHtml":"Please use this form to submit requests for creating new ADMS forms or modifying existing ADMS forms.","icon":10652,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10652","groups":[106],"key":""},{"id":"390","name":"AS - Keyboarding","descriptionHtml":"","callToAction":"AS - Keyboarding","introHtml":"","icon":10470,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[53],"key":""},{"id":"606","name":"AS - Request new software","descriptionHtml":"Please give thorough details as these requests need approval before moving forward","callToAction":"AS - Request new software","introHtml":"New software request","icon":10547,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[53],"key":""},{"id":"362","name":"AS-Book Updates - triOS and Eastern Colleges only","descriptionHtml":"","callToAction":"AS-Book Updates - triOS and Eastern Colleges only","introHtml":"","icon":10482,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10482","groups":[53],"key":""},{"id":"356","name":"AS-Curriculum & Course Content - triOS and Eastern Colleges only","descriptionHtml":"","callToAction":"AS-Curriculum & Course Content - triOS and Eastern Colleges only","introHtml":"","icon":10482,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10482","groups":[53],"key":""},{"id":"360","name":"AS-General Requests - triOS and Eastern Colleges only","descriptionHtml":"","callToAction":"AS-General Requests - triOS and Eastern Colleges only","introHtml":"","icon":10468,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10468","groups":[53],"key":""},{"id":"369","name":"AS-Program Profiles - triOS and Eastern Colleges only","descriptionHtml":"If you are having technical issues with XCAS, please email support@lifecyclesystems.com.","callToAction":"AS-Program Profiles - triOS and Eastern Colleges only","introHtml":"","icon":10482,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10482","groups":[53],"key":""},{"id":"355","name":"AS-Third Party Log-In Credentials - triOS and Eastern Colleges only","descriptionHtml":"","callToAction":"AS-Third Party Log-In Credentials - triOS and Eastern Colleges only","introHtml":"","icon":10512,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10512","groups":[53],"key":""},{"id":"357","name":"AS-Transcripts & Archived Documentation - triOS and Eastern Colleges only","descriptionHtml":"","callToAction":"AS-Transcripts & Archived Documentation - triOS and Eastern Colleges only","introHtml":"","icon":10523,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[53],"key":""},{"id":"626","name":"Breakeven Analysis (Revenue Contribution) Requests","descriptionHtml":"Please use this form to submit requests for breakeven analysis and revenue contribution, including Instructor contributions and termination rates.","callToAction":"Breakeven Analysis (Revenue Contribution) Requests","introHtml":"Please use this form to submit requests for breakeven analysis and revenue contribution, including Instructor contributions and termination rates.","icon":10653,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10653","groups":[106],"key":""},{"id":"628","name":"Career College Operations SharePoint Site Requests ","descriptionHtml":"Please use this form to report errors or request updates to the Career College Operations SharePoint site.","callToAction":"Career College Operations SharePoint Site Requests ","introHtml":"Please use this form to report errors or request updates to the Career College Operations SharePoint site.","icon":10654,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10654","groups":[106],"key":""},{"id":"618","name":"Classroom Utilization Requests","descriptionHtml":"Please use this form to submit requests related to classroom utilization reporting.","callToAction":"Classroom Utilization Requests","introHtml":"Please use this form to submit requests related to classroom utilization reporting.","icon":10655,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10655","groups":[106],"key":""},{"id":"430","name":"Contact Profile","descriptionHtml":"Please use this form to submit tickets related to issues with Contact Profile such as incorrect values, staff assignments, notes etc","callToAction":"Contact Profile","introHtml":"Please use this form to submit tickets related to issues with Contact Profile such as incorrect values, staff assignments, notes etc","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"636","name":"Data Management & Analysis Requests","descriptionHtml":"Please use this form for requests and/or updates to operational data and advanced reporting. This includes support for ad-hoc queries, data visualization, performance metrics, and comprehensive data analysis.","callToAction":"Data Management & Analysis Requests","introHtml":"Please use this form for requests and/or updates to operational data and advanced reporting. This includes support for ad-hoc queries, data visualization, performance metrics, and comprehensive data analysis.","icon":10662,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10662","groups":[106],"key":""},{"id":"429","name":"Feature Request","descriptionHtml":"","callToAction":"Feature Request","introHtml":"Please use this form to submit new XCAS feature requests including trIDEAS","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"431","name":"Financials (Receipts)","descriptionHtml":"","callToAction":"Financials (Receipts)","introHtml":"Please use this form to submit tickets related to financial issues","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"432","name":"Forms (ADMS)","descriptionHtml":"","callToAction":"Forms (ADMS)","introHtml":"Please use this form to submit tickets related to Forms including legacy, ADMS, and email templates","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"627","name":"Intake Requests","descriptionHtml":"Please use this form to submit requests for new intake builds, correcting intake errors or other updates required to intakes.","callToAction":"Intake Requests","introHtml":"Please use this form to submit requests for new intake builds, correcting intake errors or other updates required to intakes.","icon":10656,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10656","groups":[106],"key":""},{"id":"433","name":"Leads","descriptionHtml":"","callToAction":"Leads","introHtml":"Please use this form to submit tickets including Lead API, Duplicates, Lead Process etc","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"650","name":"LeadSquared - Admission Requirements LSQ Mapping","descriptionHtml":"","callToAction":"LeadSquared - Admission Requirements LSQ Mapping","introHtml":"","icon":10665,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[107],"key":""},{"id":"649","name":"LeadSquared - App Support","descriptionHtml":"","callToAction":"LeadSquared - App Support","introHtml":"","icon":10665,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[107],"key":""},{"id":"647","name":"LeadSquared - Email & Text Templates","descriptionHtml":"","callToAction":"LeadSquared - Email & Text Templates","introHtml":"","icon":10665,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[107],"key":""},{"id":"681","name":"LeadSquared - New User Account Request","descriptionHtml":"","callToAction":"LeadSquared - New User Account Request","introHtml":"New User Account Request","icon":10665,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[107],"key":""},{"id":"651","name":"LeadSquared – General Support","descriptionHtml":"","callToAction":"LeadSquared – General Support","introHtml":"","icon":10665,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[107],"key":""},{"id":"151","name":"Name Change or Correction","descriptionHtml":"Please provide as much details as possible.","callToAction":"Name Change or Correction","introHtml":"Need your name changed?","icon":10510,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10510","groups":[10],"key":""},{"id":"629","name":"P.A.C.E. Procedures & Business Process Requests ","descriptionHtml":"Please use this form to submit requests for new P.A.C.E. procedures, updating P.A.C.E. procedures or suggestions for business process workflow improvements.","callToAction":"P.A.C.E. Procedures & Business Process Requests ","introHtml":"Please use this form to submit requests for new P.A.C.E. procedures, updating P.A.C.E. procedures or suggestions for business process workflow improvements.","icon":10657,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[106],"key":""},{"id":"387","name":"PC Requests (New Hires & Work from Home setups)","descriptionHtml":"","callToAction":"PC Requests (New Hires & Work from Home setups)","introHtml":"","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[10],"key":""},{"id":"621","name":"Program Minimums & Programs at Risk Requests ","descriptionHtml":"Please use this form to submit requests related to program minimums, program minimum updates on Master Schedule, mergeability opportunities, at-risk program starts.","callToAction":"Program Minimums & Programs at Risk Requests ","introHtml":"Please use this form to submit requests related to program minimums, program minimum updates on Master Schedule, mergeability opportunities, at-risk program starts.","icon":10658,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10658","groups":[106],"key":""},{"id":"105","name":"Report System Outage","descriptionHtml":"Before submitting your request, please test various platforms to make sure it is a system outage and not a software outage. Please provide as much detail as possible including screenshot if you proceed with this ticket.","callToAction":"Report System Outage","introHtml":"Before submitting your request, please test various platforms to make sure it is a system outage and not a software outage. Please provide as much detail as possible including screenshot if you proceed with this ticket.","icon":10521,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[13],"key":""},{"id":"619","name":"Room Code Requests","descriptionHtml":"Please use this form to submit requests for modifying or creating new room codes. Changes to classroom assignments, groupings, equipment allocation, and maximum capacity management.","callToAction":"Room Code Requests","introHtml":"Please use this form to submit requests for modifying or creating new room codes. Changes to classroom assignments, groupings, equipment allocation, and maximum capacity management.","icon":10659,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10659","groups":[106],"key":""},{"id":"622","name":"Scheduling Conflicts & General Housekeeping Requests","descriptionHtml":"Please use this form to submit requests for resolving scheduling conflicts and general housekeeping.","callToAction":"Scheduling Conflicts & General Housekeeping Requests","introHtml":"Please use this form to submit requests for resolving scheduling conflicts and general housekeeping.","icon":10660,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10660","groups":[106],"key":""},{"id":"384","name":"Technical Support & Application Issues","descriptionHtml":"From the dropdown select the category that you require assistance with","callToAction":"Technical Support & Application Issues","introHtml":"For all technical issues including printers, warehouse, network, WIFI, phishing, phones, application troubles & general login problems.","icon":10472,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[20],"key":""},{"id":"391","name":"User Termination - for use by People & Culture only","descriptionHtml":"","callToAction":"User Termination - for use by People & Culture only","introHtml":"Terminate access for employees.","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[10],"key":""},{"id":"607","name":"VGA Student Hardware Request","descriptionHtml":"","callToAction":"VGA Student Hardware Request","introHtml":"For Remote PA use only","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[20],"key":""},{"id":"254","name":"Virtual Labs Student Extension","descriptionHtml":"Please submit a separate ticket for each student","callToAction":"Virtual Labs Student Extension","introHtml":"","icon":10576,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10576","groups":[20],"key":""},{"id":"631","name":"XCAS Email & Text Template Requests","descriptionHtml":"Please use this form to submit requests for creating new email or text templates or modifying existing forms and email templates.","callToAction":"XCAS Email & Text Template Requests","introHtml":"Please use this form to submit requests for creating new email or text templates or modifying existing forms and email templates.","icon":10662,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10662","groups":[106],"key":""},{"id":"435","name":"XCAS Support","descriptionHtml":"","callToAction":"XCAS Support","introHtml":"Please use this form to submit every other XCAS issues","icon":10631,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[105],"key":""},{"id":"319","name":"Access & Connectivity Issues","descriptionHtml":"","callToAction":"Access & Connectivity Issues","introHtml":"Please use this form if you are having difficulties connecting to your course or a graded assessment","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"317","name":"Access Issues","descriptionHtml":"","callToAction":"Access Issues","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"327","name":"Assessments (Quizzes, Exams, Assignments, Discussion Boards)","descriptionHtml":"","callToAction":"Assessments (Quizzes, Exams, Assignments, Discussion Boards)","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"321","name":"Brightspace Course MASTER Read-Only Access","descriptionHtml":"","callToAction":"Brightspace Course MASTER Read-Only Access","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"290","name":"Brightspace Course Support","descriptionHtml":"","callToAction":"Brightspace Course Support","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"328","name":"Brightspace Student Assessment Issues","descriptionHtml":"","callToAction":"Brightspace Student Assessment Issues","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"330","name":"Brightspace Textbook Issues","descriptionHtml":"","callToAction":"Brightspace Textbook Issues","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"393","name":"Campus Work","descriptionHtml":"","callToAction":"Campus Work","introHtml":"General campus issues","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"402","name":"Chat","descriptionHtml":"Requests created by chat","callToAction":"Chat","introHtml":"Requests created by chat","icon":10541,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""},{"id":"206","name":"Component Purchasing","descriptionHtml":"","callToAction":"Component Purchasing","introHtml":"","icon":10467,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10467","groups":[],"key":""},{"id":"292","name":"Course Development","descriptionHtml":"","callToAction":"Course Development","introHtml":"Instructional Designers use this form to request a course build or course revision","icon":10569,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10569","groups":[],"key":""},{"id":"320","name":"Course Errors","descriptionHtml":"","callToAction":"Course Errors","introHtml":"Any errors (e.g. typo’s, missing files) in courses currently being taught that do not pertain to a graded item","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"322","name":"Course Missing","descriptionHtml":"","callToAction":"Course Missing","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"35","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10527,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"230","name":"Employee Offboarding","descriptionHtml":"","callToAction":"Employee Offboarding","introHtml":"","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"219","name":"Equipment Order","descriptionHtml":"","callToAction":"Equipment Order","introHtml":"","icon":10550,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"344","name":"Faculty Additions","descriptionHtml":"","callToAction":"Faculty Additions","introHtml":"","icon":10570,"iconUrl":"https://trios-tekservices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10570","groups":[],"key":""},{"id":"436","name":"Feature 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