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  • Updated on Nov 9, 2024
  • Published on Oct 21, 2024
  • 2 minute(s) read
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Understanding request types in Jira Service Management

Summary

When submitting a ticket in Jira Service Management, it's important to choose the correct request type. This will ensure your request is handled by the right team and resolved as quickly as possible.

Below, the request types are grouped by Omnichannel Platform and Shopping App to help you find the most relevant category for your needs.

Omnichannel Platform request types

Request Type

Description

Examples

In-Store Cart Management

Issues with cart creation (sales, exchanges, returns), applying promotions, and customizing the Associate App.

  • Help with creating exchange carts.

  • Issues with applying promotions during checkout.

Order Management

Assistance with modifying, canceling, or importing orders.

  • Troubleshooting order cancellation issues.

  • Help with modifying orders or importing bulk orders.

Payment Transactions

Issues with processing, reconciling, or refunding payments including cash, card, and gift card transactions.

  • Issues with processing card payments.

  • Troubleshooting reconciliation of payment records.

Fulfillment, Inventory, and Location Management

Support for managing store fulfillment, inventory operations, and location details.

  • Help with store inventory management.

  • Issues updating store location details.

Product and Promotion Management

Support with importing product data or setting up promotional campaigns.

  • Help with updating product catalogs.

  • Troubleshooting problems with promotional campaigns.

Device Connectivity

Assistance with connecting the NewStore app to devices like payment terminals, printers, or cash drawers.

  • Payment device connectivity issues.

  • Printer or cash drawer integration problems.

Customer Management and Clienteling

Support with managing customer information and remote client interactions.

  • Troubleshooting customer data updates.

  • Assistance with clienteling features for remote interactions.

System Integration and API Support

Questions about integrating NewStore systems with external apps, investigating API issues, or managing data synchronization.

  • Assistance with setting up API integrations.

  • Troubleshooting data synchronization between external systems and NewStore.

Data Insights, Reporting, and Event Stream

Help with diagnosing issues related to data insights, report generation, or event stream processing.

  • Issues with generating specific reports.

  • Troubleshooting event stream errors.

User Access (Associate App, NOM, or Platform)

Support for user access, login, or permission management issues in the Associate App, NOM, or Platform.

  • Issues with login or resetting passwords.

  • Troubleshooting permissions for users in NOM or other platforms.

Shopping App request types

Request Type

Description

Examples

Shopping User Experience

Assistance with issues related to content, products, promotions, checkout, or payment in the Shopping App.

  • Help with content display or product information in the Shopping App.

  • Troubleshooting checkout or payment-related issues.

Change Requests or Questions

For theming, branding, traffic/event updates, project status, or performance analysis related to the Shopping App.

  • Request branding changes for the Shopping App.

  • Inquire about event traffic updates or performance reports.

Content Management

Assistance with content creation and management in NewStore Studio for the Shopping App.

  • Help with creating or managing promotional content.

  • Issues with uploading media or content.

User Access (Shopping App, Studio, or TestFlight)

Support for login, permission, or access issues related to the Shopping App, Studio, or TestFlight.

  • Help with accessing TestFlight for Shopping App testing.

  • Troubleshooting permission settings for Shopping App users.

How to use this table

  • Identify Your Issue: Look through the descriptions to find the request type that best matches your problem.

  • Submit a Request: Once you've selected the appropriate type, submit your request through the Jira Service Management portal.

    • This will ensure your request is directed to the correct team for the fastest possible resolution.

By referring to the two distinct groups above, you'll easily find the right category for your support needs, whether it's related to the Omnichannel Platform or the Shopping App.