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LF: Service Desk Migration (Update to helpdesk@)

Brett Preston
 

Hi,

The Linux Foundation IT team is migrating from an email-based support system (or as you may be familiar with it: helpdesk@project), which had used Request Tracker, to a web-based platform provided by Jira Service Desk. We are doing this in order to improve our level of service and your support experience.

The following are the primary improvements you should expect after migration is complete:
  1. Single Sign-On with other Linux Foundation sites, using the same LF ID credentials
  2. Integration with knowledge base articles to help identify possible self-service solutions
  3. Ability to track all your support requests across various Projects via the same service desk interface
  4. Ability to see public issues created by other members of your Project
The new service desk will become available to you starting Monday, June 17, 2019.

Any support requests that are already open in RT (through helpdesk@project) will be preserved and completed there, so there is no need to re-submit them again using the Jira Service Desk.

Any new tickets created in RT (through helpdesk@project) will be automatically closed with a suggestion and instruction to use the new service desk procedure.

Starting Monday, June 17 - please use the procedure described in the attached "Getting LF IT Help" document.

Thank you,


Brett

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Brett Preston
Sr. Program Manager
The Linux Foundation
+1 (971) 303-9030