What is JIRA Service Management?

JIRA Service Management is a way for The Business Office to receive, track, manage, and resolve requests from Undergraduate College customers. Customers can send requests via email or our help center by utilizing strategic forms for certain business processes.

Requesting Customer Access

Access to the online Customer Service Portal is regulated by The Business Office.  Please contact Finance and Administration at EM-Support@austin.utexas.edu for assistance.

How to Login and Use the Customer Service Portal

Customers must login to the Customer Service Portal using their EID email address.  For example, if John Doe's EID is JDoe123, John's customer portal login will be JDoe123@eid.utexas.edu. 

Once an EID email address is entered, you will be directed log in using Single Sign-on.  Login Single Sign-on using customer's EID and password and DUO Authentication. You may also then be asked to provide your EID email again. This occurs the first time you login and/or if you have access to other JIRA products.

What if I have a question or need to provide additional information to my request?

There are two ways to contact Finance and Administration:

1. Email Finance and Administration at EM-Support@austin.utexas.edu

• • Find the email notification that you received when you submitted your request.
  • Reply back to that email, just like you would a regular email with your questions or request updates.
  • Attach any documentation that should be included with the request, if needed.

If you're unable to find the email notification that you received when you submitted your request:

• • Create a new email to EM-Support@austin.utexas.edu. 
  • Include the ticket number if you remember it.
  • If you don't remember it, provide as much information about your original request so we can connect your requests.

2. Login to the Customer Service Portal

This option is only available if you have an established and created customer portal account. Need an account? Email EM-Support@austin.utexas.edu.
Remember to login using your EID email address YOUREID@eid.utexas.edu. 
For more information on logging in go to JIRA Service Management

• • Select Requests on the upper right part of your screen next to your profile photo

• • Select Created by me

• • From the drop down menu, select Any Status to show all requests sent via customer service portal

• • Click on the ticket number under the Reference column to open ticket
  • From the ticket, you can view the Status and Activity of your ticket.
  • Scroll down to Add a Comment

• • Begin typing in the comment box to open up additional options such as attaching a file or entering URLs
  • Questions or comments can also include links, attachments, and tables.
  • Click on the link icon to add a URL, the photo icon to upload a file, or the plus icon for additional options.

• • Click SAVE to submit your inquiry to Finance and Administration.
  • Check your email!  You will receive a notification that your request has been received and will be followed up by a Finance and Administration agent soon.

Need more assistance?

Contact Finance and Administration at EM-Support@austin.utexas.edu