How to open a ticket in Jira?

How to open a ticket in Jira?

In this article we will see how to open a ticket to request technical assistance through our JIRA portal.

Only users registered by Ezzing have access to this portal.



  1. Platform
  2. Quoting tool
  3. Simulator
  4. Trading simulator
  5. Customer Portal
  6. Installer App

Types of tickets

There are 5 types of ticket typologies, listed below. Users with access to the portal can open any type without restrictions.
  1. BUG : There is a bug in the platform and the end user cannot use the program as it should.
  2. QUESTION : Operation/configuration doubts.
  3. GENERAL REQUEST : Configuration changes and platform improvements.
  4. SIMULATOR REQUEST : Configuration changes in the simulator, suggestions for improvement.
  5. SIMULATOR INCIDENCE : Simulator failures, it can be either a web simulator or a commercial simulator.

Impact of incidence

When opening a ticket, you can select the impact of the incident on the customer's workflow:
  1. NO SERVICE: “No service” is defined when customers cannot request a call or create a lead, or when Platform users cannot access the CRM. In this case, incidents must be resolved within the time frame agreed in the contract.
    The source of the problem must always be determined to define whether it is a failure of the Ezzing Platform or of the platform configuration made by the Client's team.
  2. CORE FUNCTIONALITY: Any incident that prevents the normal functioning of the Platform and hinders potential business with the End User is considered (failure in communication with APIs, opportunities cannot be registered, reports cannot be generated, etc.).
  3. MAJOR FUNCTIONALITY : It is considered a failure that makes the same cases in the previous point difficult or impossible, but at the same time does not prevent the relationship with the End User.
  4. MINOR FUNCTIONALITY : Refers to incidents that do not prevent the Platform from functioning.

Urgency of the ticket

The urgency of the ticket must also be indicated:
  1. Working normally: The user can work normally.
  2. Working with discomfort: The user can continue working, but with problems that do not impede their normal workflow.
  3. I work with great difficulty: The user can perform his tasks, but has to take extra steps, or invest more time in doing his work.
  4. I'm totally blocked: The user is blocked and cannot perform his/her work.

Below is an example of the screen a user encounters when opening a ticket. On this screen, the user has the option to share the ticket tracking with other registered JIRA users in their company.


Tickets that have been opened by the user or followed by other users can be tracked from the same portal, and the user will also receive ticket updates via email.