The Liquid State Service Desk is a ticketing system that allows you to report bugs, request features, and more.

The Service Desk is available online at: https://liquidstate.atlassian.net/servicedesk/customer/portal/1

Liquid State Support hours are 9:30am - 4:pm weekdays, excluding public holidays (and other events where prior notice is given).

Bug reports and SLAs

Whilst there are several types of tickets that you can create in the Service Desk, it is primarily a channel for bug reports.

Please note as per contracts LCC will manage level 1 support or end users of the solution. When submitting a bug report, you can indicate the priority of the issue as you see it.

Logging in to the Service Desk

To submit a ticket, you must first log in to the Service Desk.

The Service Desk is a product by Atlassian, the company that also provides the 'Confluence' wiki software used for project documentation.

So, your login details for the Service Desk are the same as your login details for the wiki.

How to: Submit a Service Desk Ticket for Bug Reports

The following guide assumes you are submitting a bug report. Other ticket types have a similar process with fewer fields to be filled. Other ticket types do not have associated Time to Response SLAs.

1. Log in to the Service Desk at https://liquidstate.atlassian.net/servicedesk/customer/portal/1
2. Click Bug Report
   
   
3. Enter your bug report details in to the form
   
   
   1. Please include as much detailed information as possible, such as the environment the bug is occurring in, and screenshots. An example bug report is shown to the right.
   2. Please select a Priority Level according to the nature of the issue.
      
   3. Optionally, you can choose to share the report with other members in your organisation who also have Service Desk accounts.
4. Once you have entered your bug report, click Create

Your bug report will be submitted as a Service Desk ticket and assigned a ticket number, e.g. DESK-###.

When Liquid State respond to your ticket, you will be notified via email.

You can always log back in to the Service Desk to view the details and status of your ticket as it progresses.

Example Bug report

How to: Submit a GDPR request.

The following guide assumes you are submitting a GDPR requests. Once you log in a GDPR request, the time frame to meet the GDPR requirements will be the SLAs for the request.

1. Log in to the Service Desk at https://liquidstate.atlassian.net/servicedesk/customer/portal/1
2. Click Raise a GDPR Request

1. Enter your GDPR request details in the form
   
   
   1. Please include as much detailed information as possible, such as the type of the request, email address of the user who logged the request, and the date on which the user submitted the request
      
   2. Optionally, you can choose to share the report with other members in your organisation who also have Service Desk accounts.
2. Once you have entered your bug report, click Send

Your GDPR request will be submitted as a Service Desk ticket and assigned a ticket number, e.g. DESK-###.

When Liquid State respond to your ticket, you will be notified via email.

You can always log back in to the Service Desk to view the details and status of your ticket as it progresses

Example GDPR request report