Open the Portal each week

1. Go to https://uwaterloo.atlassian.net/servicedesk/customer/portal/2223 and click the Customize button at the far right.

   

2. Click Request type groups.

3. Click General.

4. Click Add request type.

5. Choose Same Day Counselling Request. That request type will now be shown on the page.

6. Click the Customize button to close the customize area.

Close the Portal when limit reached

1. Go to https://uwaterloo.atlassian.net/servicedesk/customer/portal/2223 and click the Customize button at the far right.

   

2. Click Request type groups.

3. Click General.

4. Click and drag the Same Day Counselling Request request type to the left of the Customize button. A grey area will appear with a recycling icon where you can drop the request type to remove it.

   

5. The request type will no longer appear on the page and students cannot access it.

Manage Tickets

1. Go to https://uwaterloo.atlassian.net/jira/servicedesk/projects/SDC/queues/ to view the tickets.

2. Assign one or more tickets to yourself so others know who is doing which ones.

3. Open one of your assigned tickets.

4. Change the status to In Progress so others know it is being worked on.

5. Open Accuro and book the appointment for the student.

6. Go back to the ticket and fill in the following in the Details area:

   1. Appointment Type

   2. Appointment Time

   3. Counsellor’s name under Counsellor

Announcements

If the current announcement needs to be edited or removed or a new one needs to be added, please notify Lance with details and he will make those changes.