This FAQ aims to describe step by step how to register on Jira Help Desk Portal.

Benefits:

• Open requests for technical support;

• Follow-up open requests, whether individual as opened by others in the company.; As example, IT or Key Users can follow-up the open requests by other system users.

• Quick access to the link with documents/articles of Sapiensia System (Drake / iDrake Logistics / iDrake Suppliers / MyDrake);

Access Instructions/ Registering on Portal:

1) Go to the Help Desk Portal main page by following the link:

https://sapiensia.atlassian.net/servicedesk/customer/user

Tip: For quick access, add this link on your browser favorites.

2) If the user already has access to the portal, type the e-mail and click “next”, type the registered password and “enter”.

3) If the user is not registered yet, click on “register”.

4) On the next page, click on “send link”. The system will display next a page with a confirmation link to the registered email to access.

5) When checking the inbox of the e-mail, the message received will be similar to the image below. Click on “Sign up” to finish registering:

6) Insert Full Name and a Passwword to access the portal, next click on “register”:

7) Now the Help Desk Portal will be available.

Portal Navigation

After the login on the portal, the page below will be displayed:

1) Quick search - articles

In this section is possible to search for specific articles in a fast way. As an example, when typing the word “Crew”, the system will provide all the options of articles related to the search. Click above to open the article.

2) Link to the main page of Documentation:

In this option, when clicking on the link, the user will be redirected to the documentation main page. There are many articles related to the system (Drake / iDrake Suppliers / iDrake Logistics / MyDrake), functionalities, updates, etc..

3) Opening Technical Support requests:

When clicking this option, the user will be redirected to a new page where must inform a short text (title) containing a brief description and this can be shared to other members of the company. After these procedures, click on “Send”.

The image below displays a request, where is possible to:

A - Check activities/history information of the request, interact with technical support, attach files, etc.

B - Check the request’s current status, flag notification, share with others, etc.

4) View Requests :

On the upper right corner of the page, is the option “Requests”. When clicking above it, will display some search options.

Você poderá escolher as solicitações criadas por você, de alguma organização ou todas que possui acesso.

Após escolher uma das opções, a tela abaixo é apresentada, sendo possível realizar outros filtros.