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Jira Service Management

Jira Service Management

🌐 Service overview

Your central portal for submitting and tracking all of your IT requests at Laurentian University. Whether you're a student, faculty member, staff, researcher, or contractor — this is where you can check the status of your open tickets, communicate directly with technicians, and view your full history of past requests. If you need help from IT, this portal is your starting point.

Why use this service?

  • You need to submit a new IT support request

  • You want to check the status of an existing ticket

  • You need to communicate with a technician about an ongoing issue

  • You want to review your history of past IT requests

  • You're not sure where to go for IT help — start here

Who can use this service?

  • Employees

  • Faculty

  • Students (undergraduate, graduate, and continuing education)

  • Researchers and research assistants

  • Contractors

  • Visiting scholars

Who can not use this service?

  • This service is not available to individuals who do not hold an active account or affiliation with Laurentian University, including members of the general public and former students, faculty, or staff whose accounts have been deactivated.

How do I use this service?

  • Submit a support request through the service portal

  • Describe the issue you're experiencing in as much detail as possible

  • IT will review your request and assist you or direct you to the right team

  • 👉 Raise a support request here: General Support Request

What if I have issue with the service?

See Need Help below.

Timelines

Initial Response

1 Business day

Time to resolution

3 Business days

🔄 What to expect (process)

  1. Request submission: Submit a support request through the service portal with as much detail as possible (error messages, what device you're using, and what you were trying to do).

  2. Review and triage: IT reviews your request and either assists directly or routes it to the appropriate team.

  3. Troubleshooting: We work on resolving your issue — this may include remote support, account resets, or on-site assistance depending on the problem.

  4. Verification: We confirm the issue is resolved and everything is working as expected.

  5. Closure: You'll receive an update once the request is complete. If anything isn't right, just reply and we'll reopen it.

⚡ Quick Actions

Raise a support request here: https://laurentian.atlassian.net/servicedesk/customer/portal/5/group/58/create/212

Need help?

Contact the Service Desk online

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