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Orange Tracker Documentation

Orange Tracker Documentation

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    • Orange Tracker (OT) is Syracuse University’s request, service, and support management solution, powered by Atlassian Jira Service Management. Orange Tracker has highly configurable workflow, permission, and notification schemes to suit varying requirements for comprehensive start-to-finish processing of requests.

    Orange Tracker is comprised of two distinct views, depending on a user’s license and project role(s): the Help Center and the Agent View. The Help Center is for the majority of users seeking support (Customers), providing self-help articles from Answers and a guided pathway on raising requests in Orange Tracker. The Agent View is for licensed users (Agents) that will be handling requests raised by Customers.

    Customers will only have access to the Help Center and be directed there by default. Agents, or users with a license, will directed to the Agent View by default.

    Orange Tracker can be accessed at: https://ot.syr.edu (or https://su-jsm.atlassian.net)

    The Help Center can be accessed at: https://support.syr.edu

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    FAQ

    A Work Item is any individual piece of work that is tracked, managed, and progressed through a workflow. “Work Item” is synonymous with “ticket”, “request”, “task”, etc.

    A project is where requests are submitted, worked on by support teams, and brought to resolution, typically by department.

    As of January 2026, the term “project” was changed to “space” by the vendor.

    Orange Tracker currently supports Jira (business & project management) and Jira Service Management (support & service management) project types.

    Customers can submit work items via the Help Center or individual project’s portal (recommended), or via direct email to the project’s designated email address.

    Customers are users that submit requests into Orange Tracker, and have access to the Help Center and Portals. Customers do not require a license for this purpose.

    Agents are users that interact with submitted work items in Orange Tracker, and have access to the agent interface (and functions) as well as everything a customer does. For Orange Tracker, Agents are users typically in the Service Desk Team and Administrator project roles. Agents require a license.

    See the Roles in Orange Tracker Answers page for more information.

    A Request Type is a simple, customizable form containing Jira fields through which customers interact with and submit requests via the Help Center or a project’s Portal.

    A Jira Form is also a customizable form that includes custom fields (which are unindexed, but can be connected to Jira Fields that are) and additionally allows for greater control of the content, look, and feel.

    A Request Type is accessible to customers (unlicensed users), whereas a Jira Form is not. A Jira Form can however be attached to a Request Type which would then allow customers (unlicensed users) to fill out information in the Jira Form.

    In short, Request Types are simple and accessible by customers. Jira Forms are more customizable and can gather more data, but can’t be accessed directly by a customer unless it’s attached to a Request Type.

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