Jira Service Management

{"xsrfToken":"B2CO-I199-MCQE-4CRU_7d2b925e15984b8151de91e95257b82ef13ce45b_lout","branding":{"id":"3","key":"stx","name":"SkillsTx Service Desk","portalBaseUrl":"/servicedesk/customer/portal/3","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/3/13","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#5986de","headerLinkHoverBGColor":"#5986de","headerBadgeColor":"#5986de"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/f46c1a3a-7208-4754-b663-06ee5992643a/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyM2U5ZTIyNC03MTdiLTRiZjItODdhNy0xYTYwOTY3OTY1YmQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmY0NmMxYTNhLTcyMDgtNDc1NC1iNjYzLTA2ZWU1OTkyNjQzYSI6WyJyZWFkIl19LCJleHAiOjE2MTkxNzcxOTQsIm5iZiI6MTYxOTE3NjUzNH0.VQoegXmEaC2RX6qDo-qCo8I_5eUWg184DcRozV8S-8E&client=23e9e224-717b-4bf2-87a7-1a60967965bd&mode=fit","logoId":"f46c1a3a-7208-4754-b663-06ee5992643a","isLogoAvailable":true,"helpCenterTitle":"Welcome to the SkillsTX Help Center","sharedPortalName":"SkillsTX Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"ru-RU":{"localeDisplayName":"Russian (Russia)"},"de-DE":{"localeDisplayName":"German (Germany)"},"pt-PT":{"localeDisplayName":"Portuguese (Portugal)"},"en-US":{"helpCenterTitle":"Welcome to the SkillsTX Help Center","sharedPortalName":"SkillsTX Help Center","localeDisplayName":"English (United States)"},"pt-BR":{"localeDisplayName":"Portuguese (Brazil)"},"ko-KR":{"localeDisplayName":"Korean (South Korea)"},"es-ES":{"localeDisplayName":"Spanish (Spain)"},"en-UK":{"localeDisplayName":"English (UK)"},"fr-FR":{"localeDisplayName":"French (France)"},"ja-JP":{"localeDisplayName":"Japanese (Japan)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#076274","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/40e8494a-af2d-4688-8865-48b86d1d488c/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyM2U5ZTIyNC03MTdiLTRiZjItODdhNy0xYTYwOTY3OTY1YmQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjQwZTg0OTRhLWFmMmQtNDY4OC04ODY1LTQ4Yjg2ZDFkNDg4YyI6WyJyZWFkIl19LCJleHAiOjE2MTkxNzcxOTQsIm5iZiI6MTYxOTE3NjUzNH0.ExpwPghNAzqv5ZHLVgchq_abXzcsVdIQBLWUf8ZFA6M&client=23e9e224-717b-4bf2-87a7-1a60967965bd&height=300&mode=fit","bannerMediaApiFileId":"40e8494a-af2d-4688-8865-48b86d1d488c","useDefaultBanner":false,"isBannerAvailable":true},"portal":{"id":"3","key":"stx","projectId":10200,"serviceDeskId":3,"name":"SkillsTx Service Desk","description":"Welcome! You can raise a SkillsTx Service Desk request from the options provided below or use the search function for knowledge items above right.","portalBaseUrl":"/servicedesk/customer/portal/3","onlyPortal":true,"reqTypes":[{"id":"35","name":"Report an issue","descriptionHtml":"","callToAction":"Report an issue","introHtml":"Having trouble with the SkillsTX system","icon":10538,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10538","groups":[],"key":""},{"id":"57","name":"Emails - Other","descriptionHtml":"","callToAction":"Emails - Other","introHtml":"Problems with Portal generated emails","icon":10533,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10533","groups":[35],"key":""},{"id":"58","name":"Service Desk Issues","descriptionHtml":"","callToAction":"Service Desk Issues","introHtml":"Issues related to to the use of the SkillsTX Service Desk","icon":10521,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10521","groups":[26],"key":""},{"id":"59","name":"Improvement Suggestion","descriptionHtml":"","callToAction":"Improvement Suggestion","introHtml":"Improvement Suggestions for a component","icon":10525,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10525","groups":[36],"key":""},{"id":"66","name":"SFIA and Self-Assessment Survey Awareness Workshop Powerpoint","descriptionHtml":"This ppt can be used to assist in conducting Awareness sessions on SFIA basics, and the SkillsTx Self Assessment surveys.The PowerPoint ppt will be emailed directly to you at our convenience. Note: it will require tailoring for your organisational context","callToAction":"SFIA and Self-Assessment Survey Awareness Workshop Powerpoint","introHtml":"Please can you provide a PowerPoint file to assist conducting Awareness sessions for an Introduction to SFIA and Conducting Self-Assessments","icon":10914,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10914","groups":[26],"key":""},{"id":"55","name":"Report an unclassified issue","descriptionHtml":"","callToAction":"Report an unclassified issue","introHtml":"Report an issue that is not yet classified in these lists","icon":10538,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10538","groups":[26],"key":""},{"id":"60","name":"Spelling/Grammar error/s","descriptionHtml":"","callToAction":"Spelling/Grammar error/s","introHtml":"Spelling or grammar errors spotted","icon":10530,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10530","groups":[36],"key":""},{"id":"49","name":"Unable to Log into Admin Console","descriptionHtml":"Before raising an Incident please check the following Knowledge Item regarding Admin Access : <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/16515075/Administrator+Console+Access\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Admin Console Access </a>","callToAction":"Unable to Log into Admin Console","introHtml":"Unable to log into Administrator Console Console","icon":10906,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10906","groups":[34,26,30],"key":""},{"id":"69","name":"General Enquiry","descriptionHtml":"Note: We will respond within 24 hours weekdays and the next working day over weekends","callToAction":"General Enquiry","introHtml":"General Enquiry or request for assistance","icon":10925,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10925","groups":[26],"key":""},{"id":"65","name":"Email Substitition Fields","descriptionHtml":"Note: Before raising a request, you can check the fields here: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/46268417/Textual-Substitution-Values\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Email Substitution Fields</a>","callToAction":"Email Substitition Fields","introHtml":"Please can you provide a document with the fields that are able to be used for textual substitution in survey invitation and Report emails","icon":10926,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10926","groups":[35,26],"key":""},{"id":"68","name":"How-To Tutorials","descriptionHtml":"Before raising this Service Request, Please view the list of Tutorials at the following: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/396525569/How-To+Tutorials\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">How-To Tutorials</a>","callToAction":"How-To Tutorials","introHtml":"Where can I see a list of SkillsTx Helpful Tutorials","icon":10913,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10913","groups":[26],"key":""},{"id":"53","name":"Reports not delivered to Administrator","descriptionHtml":"Plkease read the following Knowledge Item before rasing and Incident: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/14221322/Reports+generated+by+Admin+failing+to+arrive\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Reports generated by Admin failing to arrive </a>","callToAction":"Reports not delivered to Administrator","introHtml":"Selected reports not being delivered to the Administrator","icon":10503,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10503","groups":[33,26],"key":""},{"id":"71","name":"Job Defn file Import (Upload) failure","descriptionHtml":"","callToAction":"Job Defn file Import (Upload) failure","introHtml":"Issue importing Job/Role definition file","icon":10907,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10907","groups":[34],"key":""},{"id":"70","name":"Org Structure Worksheet Import (Upload) failure","descriptionHtml":"Note: If you are having problems importing an Organisation Structure worksheet, you may want to review the following Knowledge Item: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/435453953/Organisation+Structure+Import+fails\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Organisation Structure Import fails </a>","callToAction":"Org Structure Worksheet Import (Upload) failure","introHtml":"Issue Importing Organisation Structure worksheet","icon":10907,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10907","groups":[34],"key":""},{"id":"64","name":"Individuals unable to Log into Planner Console","descriptionHtml":"Please check the following Knowledge item before raising an Incident: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/435683329/Planner+Console+Access\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Planner Console Access </a>","callToAction":"Individuals unable to Log into Planner Console","introHtml":"Individuals unable To Log Into their SkillsTX Planner Console","icon":10917,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10917","groups":[26,30,37],"key":""},{"id":"50","name":"Unable to Access Survey","descriptionHtml":"Check the following 2 Knowledge Items first, they may be relevant to not being able to access surveys: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/424607745/My+survey+access+has+requested+a+password\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My survey access has requested a password </a> and <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/532840462/Unexpected+Error+message+trying+to+access+surveys\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Unexpected Error message </a>","callToAction":"Unable to Access Survey","introHtml":"User/s are unable to access their survey","icon":10800,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10800","groups":[26,32],"key":""},{"id":"72","name":"Planner Console issue","descriptionHtml":"Please use the Search facility (above top Right) using the keyword 'Planner' for any knowledge items that may apply before raising an Incident","callToAction":"Planner Console issue","introHtml":"One or more individuals are having an issue using their planner console","icon":10917,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10917","groups":[37],"key":""},{"id":"52","name":"Expected Emails not delivered","descriptionHtml":"Note: Check the following knowledge Item before raising a ticket: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/45973511/I+have+not+received+my+survey+invitation+Email\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">I have not received my survey invitation email </a>","callToAction":"Expected Emails not delivered","introHtml":"Survey invitation Emails or other expected Emails not delivered to recipients","icon":10533,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10533","groups":[35,26],"key":""},{"id":"75","name":"Security Violation - Azure data breach","descriptionHtml":"","callToAction":"Security Violation - Azure data breach","introHtml":"Suspected unauthorised data breach to Azure","icon":10940,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10940","groups":[38],"key":""},{"id":"67","name":"Security Violation - access","descriptionHtml":"","callToAction":"Security Violation - access","introHtml":"Suspect there has been unauthorised access to personal or Workspace data","icon":10940,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10940","groups":[38],"key":""},{"id":"56","name":"\"Forgot Password\" reset not working","descriptionHtml":"Ensure that the email address you are attempting to do the Reset Password for is exactly the same as the email you registered in the system. (e.g. you cannot use an alias email address)","callToAction":"\"Forgot Password\" reset not working","introHtml":"Forgot Password reset email not received or still unable to login after resetting","icon":10534,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10534","groups":[34,26,30],"key":""},{"id":"51","name":"Report a generic Admin Console issue","descriptionHtml":"","callToAction":"Report a generic Admin Console issue","introHtml":"Report a generic Issue regarding the use of the Administrator Console","icon":10906,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10906","groups":[34],"key":""},{"id":"81","name":"Report a Bongo Issue","descriptionHtml":"","callToAction":"Report a Bongo Issue","introHtml":"Issues related to the use of Bongo","icon":10976,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10976","groups":[37],"key":""},{"id":"74","name":"Admin Analytics Issue","descriptionHtml":"","callToAction":"Admin Analytics Issue","introHtml":"Issues relating to the use of the Analytics in the Admin Console","icon":10924,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10924","groups":[34],"key":""},{"id":"82","name":"Planner Analytics issue","descriptionHtml":"","callToAction":"Planner Analytics issue","introHtml":"Issues relating to the use of the Analytics in the Planner Console","icon":10924,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10924","groups":[37],"key":""},{"id":"77","name":"Inactivate duplicated person","descriptionHtml":"","callToAction":"Inactivate duplicated person","introHtml":"Please make this person Inactive in another Workspace","icon":10927,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10927","groups":[34,26,32],"key":""},{"id":"61","name":"Endorsement Worksheet Import (Upload) failure","descriptionHtml":"Note: If you are having problems updating someones Validated Profile with a new one, you may want to review the following Knowledge Item: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/49807362/Replacing+A+Validated+Profile\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Replacing a Validated Profile </a>","callToAction":"Endorsement Worksheet Import (Upload) failure","introHtml":"Issue importing an endorsement worksheet","icon":10522,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10522","groups":[34],"key":""},{"id":"79","name":"Change duplicated Email Address","descriptionHtml":"","callToAction":"Change duplicated Email Address","introHtml":"Please change the (duplicated) Email address of a person registered in another Workspace","icon":10928,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10928","groups":[34,26,32],"key":""},{"id":"54","name":"Reports not delivered to Individuals","descriptionHtml":"Before raising an Incident, ensure the emails for your reports are not being directed to your spam, junk or clutter folders due to the donotreply@skillstx.com email sender. See: <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/45973511\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">I have not received my Email</a>","callToAction":"Reports not delivered to Individuals","introHtml":"Selected report not being delivered to individual/s","icon":10503,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10503","groups":[33,26],"key":""},{"id":"84","name":"Request Endorsement Only functionality","descriptionHtml":"The \"Endorse Only\" functionality provides the ability to carry out Endorsements for individuals that have not fully completed their Self-Assessment. It is not normally recommended, and can only be enabled by a specific request to SkillsTx.","callToAction":"Request Endorsement Only functionality","introHtml":"Request to have \"Endorse Only\" functionality enabled","icon":10983,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10983","groups":[34,26],"key":""},{"id":"80","name":"Unable to access YouTube guide","descriptionHtml":"Check_this_Knowledge_Item_first - <a href=\"https://skillstx.atlassian.net/wiki/spaces/STXKB/pages/905576449\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">View or Download the Self-Assessment Quick Guide tutorial</a>","callToAction":"Unable to access YouTube guide","introHtml":"Unable to access the Self-Assessment Guide from the std email survey invitation link (e.g. Due to organisational security restrictions on YouTube).","icon":10913,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10913","groups":[26,32],"key":""},{"id":"83","name":"Checklist Tutorials","descriptionHtml":"Please use the Search facility (above top Right) using the keyword 'Planner' for any knowledge items that may apply before raising an Incident","callToAction":"Checklist Tutorials","introHtml":"Issues relating to the in-page Checklist Tutorials","icon":10977,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10977","groups":[37],"key":""},{"id":"76","name":"Help Issues","descriptionHtml":"Please use the Search facility (above top Right) using the keyword 'Help' for any knowledge items that may apply before raising an Incident","callToAction":"Help Issues","introHtml":"Issues using the Admin or Planner Console Help","icon":10975,"iconUrl":"https://skillstx.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10975","groups":[34,26,37],"key":""}],"reqGroups":[{"id":38,"name":"1. Security Violations"},{"id":26,"name":"2. Common Issues & Requests"},{"id":32,"name":"3. Surveys"},{"id":34,"name":"4. Administrator Console"},{"id":37,"name":"5. Planner Console"},{"id":30,"name":"6. Portal Logins"},{"id":33,"name":"7. Reports"},{"id":35,"name":"8. Emails (Portal)"},{"id":36,"name":"9. 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