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Answers
Orange Tracker Documentation
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 parts, 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://su-jsm.atlassian.net
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