APPROACH Support | Alberta Users
For all of your APPROACH Support needs, including password resets, request for access (new account creation/account changes), reporting a bug, datapull requests, technical support, enhancement requests, and anything else, please visit the APPROACH Service Desk located on the CSM Clinical Research Unit website.
If this is your first visit, you will be required to sign up, but the process is quick and easy, and you'll have access right away. If this is not your first visit, simply sign in and then select from the service options provided. There is even a Knowledge Base with answers to frequently asked questions.
APPROACH Service Desk - Powered by Jira: FAQs
Jira is a proprietary issue tracking system that is very user friendly and easy to use. We implemented an Approach Service Desk in Jira on May 14th, 2018. To use Jira effectively, you need to be a Jira user but this is not mandatory. Please note that you must open a Jira APPROACH Service Desk ticket for any issue, as technicians must address them in the order in which they are received. The support telephone number is for emergent issues that require higher level support, or general information. Anybody with access to Jira will need to raise requests for:
- password reset,
- access for new users,
- account reactivation/deactivation for the existing users,
- reporting bugs,
- data pulls,
- technical support,
- enhancement requests or
- any other questions
Once an issue is raised, the Jira system will notify everyone listed on the ticket of updates. Users can have a look at the status/history of the issue and can ask follow up questions and add further information/comments. Users don’t need to send separate email to ask follow up questions about the raised issue but instead are encouraged to add comments within the ticket in Jira.
No. Jira and Approach are separate systems. We use Jira for managing issues raised by Approach users on a priority-based “first come, first serve” basis.
This is easy. Just send us an email to support@approach.org from the email address that you want to use to communicate with Approach Team. The Jira Service desk will automatically send you an invitation link to register as a Jira user. After that, you need to provide your name and password to create your account. Then, you can login at any time and raise a request for any issues that you need help with.
Log in to the APPROACH Service Desk powered by Jira using the button below:
No. You can do it by yourself by using the ‘Can’t log in?’ link.
What is the most effective way of asking a follow up question for an existing issue in Jira?
The most effective way is to log in to Jira at http://help.approach.org and to review your tickets linked to your account. These are indicated on the top right hand side of your screen next to the magnifying glass. Select Created by Me option or the All option.
You can refine your search further by:
- searching for some particular text that you know the request contains
- searching whether the issue is open or closed
- searching whether the issue was created by me or where I am a participant or whether created by anyone
- searching by the request type
Another effective way is after you have raised a request:
Jira will acknowledge the requester by sending an email with a ticket number that looks something like ASD-1234. To provide more information to the issue or to ask follow up question you can just reply to the email, or you can send a new email to support by putting the ticket number in the subject line but enclosing it in a bracket like this [ASD-1234]. So, the newly created email will be attached to the old ticket as a comment otherwise it will be registered as a new request ticket in Approach Service Desk.