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Orange Tracker
Updated Apr 30

    Orange Tracker

    Overview

    Orange Tracker (OT) is based on Atlassian's Jira Service Management (JSM), which is a service management solution for departments to manage their tasks. Syracuse University's ITS department funds OT and fully maintains the system for the organization. ITS also builds standards and baselines for departments to use. The system is designed to manage tasks within a department or team. Each department has their own tasks, Agents who can work on tasks, and project managers who run the project.

    Logging into Orange Tracker

    The Orange Tracker system is now divided into two areas. The main Orange Tracker system is designed for the project teams who solve the customer requests. These users require a license to enter the system. To log into the team Orange Tracker system, please see the following page: Orange Tracker for Agents

    The second system is called the Customer Portal, which is for all Customers needing help. To log into the Customer portal, please see the following page: Orange Tracker Customer Portal.

     

    Agent Documentation

    • Page:
      Adding Customers to a Project in Orange Tracker
    • Page:
      Login for all Atlassian Cloud Products
    • Page:
      Orange Tracker Add a New Agent
    • Page:
      Orange Tracker Assets and Asset Management
    • Page:
      Orange Tracker Canned Responses
    • Page:
      Orange Tracker Comments and Talking to Customers
    • Page:
      Orange Tracker Create a Ticket for a Customer
    • Page:
      Orange Tracker Currently Tracked Projects & Issues
    • Page:
      Orange Tracker Customer Notifications
    • Page:
      Orange Tracker Customer Request Types and Issue Types

    Admin Documentation

    • Page:
      Orange Tracker Bulk Change Instructions
    • Page:
      Orange Tracker Cloud - Issue Sharing & Collaboration
    • Page:
      Orange Tracker Currently Tracked Projects & Issues
    • Page:
      Orange Tracker New Project Request
    • Page:
      Orange Tracker Project Email Request Log

    Getting Help

    Please open a request in the Portal, via email cdiapps@su-jsm.atlassian.net or by opening a ticket in the CDI-Apps Orange Tracker Project.

     

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