Decommission of Freshdesk for M. Digital Asset (MAC) and [email protected]

Effective date: 3rd February 2025 

Impact on Users: Users will not be able to make support queries to MAC via [email protected] 

Alternative Support route: Jira service desk (SDCORP) 

 

How to open an SDCORP with M. Digital Asset (MAC) 

 

  1. 1. How can I get access to Jira Software? 

Please use the self-service platform to obtain the Jira Software License: https://agile-tooling.metro.digital/ → Get Jira & Confluence accounts 

OR 

Please reach out to [email protected] to request access for SDCORP access 


2. How can I raise an incident in Jira Software to MAC team? 

 

  1. i. Please click “Create” from your JIRA dashboard 

 

 

 

 

  1. ii. Enter details such as: 

    1.  

    • Project:                 Corporate USER SERVICE (SDCORP) 
    • Issue type:             Incident 
    • Summary:             <Provide a quick summary of the issue> 
    • Priority:                Select the priority from the drop down.  <Note by default please select the options Major/Minor/Trivial.  The priority Blocker/Critical should be selected only if the entire application is down for all the users; not pertaining to one individual user> 
    • Product:             Select the product name as Metro Asset Center from the drop down 
    • Solution:            Select the Solution as M.Digital Asset from the drop down 
    • Support Team:    <Leave as it is> 
    • Description:     <Enter detailed information of the issue> 
    • Add Attachments if any 
    • Click on “Create” button present at the bottom of the screen. 

     

     

    • Incident will be created and assigned to MAC team 

 

  1. iii. Reference screenshots: 

 

 

ShapeA screenshot of a computer Description automatically generated 

 

 

 

 

3. How can I change priority of an incident in Jira Software? 


  • Click on dropdown of Workflow tab and choose and option “Change Priority” and choose the correct priority option (once the pop-up opens as shown in below screenshots) and in the description filed please add a valid reason for changing the priority of the Jira ticket and click on change priority at the bottom. 

  •  

 

 

  


4. How do I accept resolution of my JIRA Incident from MAC? 
  • Once the resolution has been provided by MAC, a support agent will put the ticket to “Resolved” state. Click “Accept Resolution” if the requirement is fulfilled. 

  • Once resolution is accepted, the JIRA ticket will reach “Closed” status

 



 

Important Notes: 

  • In case there are issues raising Jira incidents, please drop an email to the below email id:
    • [email protected]
    •  The above channel is NOT for reporting issues of MAC or for making support requests.

  • Email support will be available until end of February 2025 as transition support. This means: