Jira Customer Services FAQ

Access

Q. How do I get a JIRA Customer account?

A. Please contact EM-Support@austin.utexas.edu and we will get you set up as a customer.

Q. What is my EID email address?

A. As a customer, you login to the Customer Service Portal using your EID email address. For example, if John Doe's EID is JDoe123, John's customer portal login will be JDoe123@eid.utexas.edu

Q. I clicked "View this Request" in the email and was asked to set up an account. What do I do next?

A. If you are sure you have a customer account, logon with your EID email address. This should direct you to Single Sign On. If you do not have an account, please email EM-Support@austin.utexas.edu and we'll get you set up!

Q. I do not see a request that I submitted in my portal account.

A. If you submitted the ticket and cannot see it, check the settings in the portal to ensure your ticket was not closed. If you do that and still do not see the ticket, email EM-Support@austin.utexas.edu with information about your missing ticket and we'll see what we can find out! If you submitted on behalf of someone else, you may be not be listed on the ticket. Reach out to us and we'll see if we can get your account added to the ticket.

Communicating with Finance and Administration

Q. My email bounced back and/or I did not receive a confirmation ticket email after submitting my request.

A. Check your Junk Mail folder and be sure to save EM-Support@austin.utexas.edu in your address book so it is not marked as "Junk mail".

Q. What is a "ticket"?

A. A ticket is a number used to reference a request. Each request is assigned a ticket number which looks like this: EMSS-####
All correspondence should include the EMSS-#### ticket number when referring to a specific request.

Submitting a Request

Q. Can I send attachments and screenshots with my request?

A. Yes! The Customer Portal request forms allow users to drag and drop documents and photos to attach to requests.

Q. I submitted a request and received a confirmation that it was received. What if I have a question about my request or want to attach more documentation to it?

A. You can reach out to Finance and Administration in two ways using the instructions here.

Q. I am a procard holder. Do I submit my backup documentation using a portal form?

A. Finance and Administration will not accept procard backup documentation via Jira Customer Portal. Procard users will upload backup documentation to their assigned procard folder in box.

Q. What if I want to ask a general question or leave a comment?

A. Please contact Finance and Administration at EM-Support@austin.utexas.edu or use the S uggestion/Comment Submission Portal Form.