iCourse - JIRA Service Desk

Introduction

Welcome

Welcome to the iCourse - JIRA Service Desk. I have adopted this system as a replacement for regular email in order to more effectively handle requests from my prospective, current, and former students. The service desk system allows me to see your requests sooner, to respond to them more quickly, and to monitor each request until it is resolved. Where appropriate, it allows my teaching assistants and I to work as a team to respond to your requests.

As you begin to use the service desk system, you will notice that I have adopted proftrainor (Prof Trainor) as my identity within the service desk system. This gives me a neutral user identity that is distinct from those which I am using at UWM and Illinois. Please, don't let this new identity scheme discourage you from addressing me as Kevin, the name that I have always encouraged students to use.

Best Regards,

Kevin


Getting Started

The iCourse - JIRA Service Desk is made up of a series of service desk portals. I have created a service desk portal for each course that I am teaching in the current semester. There is a RECOMMEND service desk portal for use by former students who are requesting recommendations. Finally, there is an OTHER service desk portal that can be used when none of the portals listed seem appropriate. Each portal has a unique URL. In the sections below, I have provided links to the service desk portals to eliminate the need for you to copy and paste URL strings. The links below have been separated into two lists to make the appropriate link easier for you to find. One list is for my UWM students. The other is for my Illinois students.

In order to make a request using one of the iCourse - JIRA Service Desk portals, you must be registered on the server as a customer. If you are known to the iCourse-JIRA server because of a course that you took from me in a prior semester, you can access a portal immediately using your existing credentials. If you are not known to the server from a previous semester, you will need to register before getting the chance to post a request.

Registration involves providing your email address, providing your full name, and choosing a password. You will also need to confirm your registration by responding to an email from the iCourse-JIRA Email Server. Please identify yourself professionally and choose a secure password that you will remember. Also, please be sure to provide an email address that you check every day. The email address that you provide will be used by the server to notify you of any change in the status of your request. If you have a university email address, then use that. If you don't check your university email account every day, I recommend that you start that practice immediately.

If you are having difficulty receiving email from the iCourse-JIRA Email Server, please consult Help for iCourse-JIRA Email Server Problems.


Service Desk Portals for UWM Students

Service Desk Portals for Illinois Students