How to use the Jira Support Portal to view, track, and respond to CIS Product Support Tickets.

Create a ticket using the standard support process using the email you would like to attach your tickets to going forward. This will pull all current tickets, link all past tickets, and display future tickets associated with that account.

How can we help you?

You will receive a confirmation email with your support ticket number. If you navigate to the bottom of the email, there is an option to “View request”

Click on this and you will be directed to a Jira view of your ticket. This will be locked and ask you to “Enter your email to log in or sign up”

If you have an account: you will be directed to enter your email> Next> enter password> you will be logged in

[if required, you can reset the password from that screen]

If you do not have an account: you will be redirected to a ‘Sign up to continue’ page – follow the steps to create an account. the account creation email needs to match the one used when creating the case.

Once you have successfully created an account and/or logged-in, navigate to your profile (little head and shoulders icon in the upper right hand corner) and click on that icon -or- if signed in this link will bring you to that page as well:

https://cisecurity.atlassian.net/servicedesk/customer/user/requests?page=1

This will take you to your ‘Requests’ page where you can look over your tickets, and respond within them.

There are also drop downs to isolate which tickets you want to review: All, Closed, Waiting for Support, etc.