Answers and Tracker Tips

For agents of Tracker and editors of Answers, Fredonia switched from a server-based version of Atlassian products Confluence (Answers) and Jira Service Management (Tracker) to a cloud-based version of each.

Below are some tips for using the new cloud versions of Tracker and Answers more efficiently.

Tiny Links to Answers pages are a good way to share content with other users. A shortened URL can be viewed for any page by accessing the page and clicking "..." in the upper right hand corner, clicking on Advanced Details, and then clicking on Page Information. The page that appears will have the Tiny Link that can be used.

This is a screenshot of the page information for a knowledge base article that shows information including the Tiny Link for a shortened URL.

As an editor of Answers, you can also copy the link of an article by going to the “Share” button in the upper right and clicking “Copy Link” in the bottom left of the window.

 

Tracker - How does an agent login to the customer portal?

After logging in as an agent, in your project, under Channels & People, click on Channels, select the Help Center, and click on Open. Then, in the upper right hand corner of the customer portal, you can click on Requests to view your requests. 

This is a screenshot to show Tracker agents how to navigate the user interface to open the customer portal.

Tracker - What can I do if a customer says they do not have permission to view a ticket in the customer portal?

If a customer is unable to view a ticket through the customer portal, an agent will need to change the Reporter or Participant field in Tracker from the firstname.lastname@fredonia.edu email alias to the username@fredonia.edu email format. 

For example, for T. John McCune, if an alias such as john.mccune@fredonia.edu is used as the Reporter, he will NOT be able to view a ticket through the customer portal. 

  

This screenshot shows the incorrect email format for a reporter in Tracker.

For T. John McCune to view a ticket through the customer portal, as you start typing his name, you will see different email addresses appearing. Select the one that shows his preferred name and last name, and that has the email address listed in the eServices@fredonia.edu format. 

 

This screenshot shows the correct email format to use for a reporter in Tracker.