Jira Service Management

{"xsrfToken":"08b10b91-8709-4515-9a96-e06ddc76f11e_d8d6b995b21b45c3bfa22bdddbbbad5e419a9119_lout","branding":{"id":"3","key":"dsd","name":"MIT Press Direct Service Desk","portalBaseUrl":"/servicedesk/customer/portal/3","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/3/7","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#999999","headerLinkHoverBGColor":"#999999","headerBadgeColor":"#999999"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/425699cc-45cf-4b4b-9a6b-591e99416429/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZDc1OWIyZi1jOTQwLTQ1ODktYWNkNC0wZDQxOWYyYTgzNmYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjQyNTY5OWNjLTQ1Y2YtNGI0Yi05YTZiLTU5MWU5OTQxNjQyOSI6WyJyZWFkIl19LCJleHAiOjE2NzAzNTcwMjUsIm5iZiI6MTY3MDM1NjQyNX0.K7ghyq9tXZeQZdynZ9Pro9bJwA45rYA4YGjhu7Wxf7I&client=2d759b2f-c940-4589-acd4-0d419f2a836f&mode=fit","logoId":"425699cc-45cf-4b4b-9a6b-591e99416429","isLogoAvailable":true,"helpCenterTitle":"MIT Press Direct Service Desk Portal","sharedPortalName":"MIT Press Direct Service Desk","userInitialAnnouncementHeader":"Winter Break","userInitialAnnouncementMessageWiki":"December 25, 2022 - January 2, 2023","translations":{"uk-UA":{"localeDisplayName":"Ukrainian (Ukraine)"},"nl-NL":{"localeDisplayName":"Dutch (Netherlands)"},"de-DE":{"localeDisplayName":"German (Germany)"},"en-US":{"helpCenterTitle":"MIT Press Direct Service Desk Portal","sharedPortalName":"MIT Press Direct Service Desk","announcementHeader":"Winter Break","announcementMessage":"December 25, 2022 - January 2, 2023","localeDisplayName":"English (United States)"},"sv-SE":{"localeDisplayName":"Swedish (Sweden)"},"es-ES":{"localeDisplayName":"Spanish (Spain)"},"da-DK":{"localeDisplayName":"Danish (Denmark)"},"cs-CZ":{"localeDisplayName":"Czech (Czechia)"},"fr-FR":{"localeDisplayName":"French (France)"},"zh-CN":{"localeDisplayName":"Chinese (China)"},"vi-VN":{"localeDisplayName":"Vietnamese (Vietnam)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#000000","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false},"portal":{"id":"3","key":"dsd","projectId":10022,"serviceDeskId":3,"name":"MIT Press Direct Service Desk","description":"Welcome to the MIT Press Direct Service Desk! \nExplore helpful articles and resources like FAQs and How tos that will best help you navigate our eBooks, Journals, and CogNet, and related features. \nCan't find the answers you're looking for? We're here to help! Submit a ticket by raising a request below. Use the “Login” link above to sign up or login and track your requests.","portalBaseUrl":"/servicedesk/customer/portal/3","onlyPortal":true,"reqTypes":[{"id":"132","name":"Address Change Request","descriptionHtml":"","callToAction":"Address Change Request","introHtml":"","icon":10564,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10564","groups":[13],"key":""},{"id":"72","name":"Claim a Missing Print Issue","descriptionHtml":"<a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/ce45352a-7bfb-4a1d-8b15-0f8f2ed5162d/article/1277722702\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Claims for missing issues must be made within three months, in the United States, or four months, international, of the actual release date of the issue to be honored free of charge. Claims must also allow time for delivery. U.S delivery is two to three weeks and international delivery is six to eight weeks.</a> <a href=\"https://direct.mit.edu/journals/pages/release-schedule\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Review the Journals Release Schedule for more information. </a>","callToAction":"Claim a Missing Print Issue","introHtml":"Claims for missing issues will be honored based on the issue's Release Date and the expected shipping time. Review our <a href=\"https://direct.mit.edu/journals/pages/release-schedule\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Release Scheudle</a> before submitting a claim.","icon":10481,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10481","groups":[13],"key":""},{"id":"84","name":"COUNTER Usage Reports for MIT Press Direct","descriptionHtml":"<a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/eb1b71eb-316f-41b5-88c4-6fe7e822460b/article/188776512\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Institutions are able to pull their own library's usage reports using their administrator account. COUNTER5 reports are available for the prior month on the 5th day of the following month. Subscription agencies can be given the ability to pull consolidated usage reports on behalf of one or more of their customers. Agents should submit their requests through this form and should include the name and email address of the person responsible for pulling the consolidated report. </a>","callToAction":"COUNTER Usage Reports for MIT Press Direct","introHtml":"Request usage report instructions here","icon":10478,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10478","groups":[12,4],"key":""},{"id":"88","name":"Ebook Supplemental Files Access Code Request","descriptionHtml":"","callToAction":"Ebook Supplemental Files Access Code Request","introHtml":"Purchased a copy of Financial Modeling and need to access the supplemental files? Complete this form and attach a copy of your receipt or purchase confirmation.","icon":10539,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10539","groups":[4],"key":""},{"id":"73","name":"Help Resetting My Password","descriptionHtml":"Need to reset your password? Before submitting a ticket, please review <a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/eb1b71eb-316f-41b5-88c4-6fe7e822460b/article/1357938689\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this how-to reset your account password guide</a>. If you are unable to reset your password or are having difficulty logging in, please complete the form below.","callToAction":"Help Resetting My Password","introHtml":"Having difficulty accessing your Profile or the <a href=\"https://sitemaster.direct.mit.edu/admin/login.aspx\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Institutional Administrator Dashboard</a> with your email and password? We're here to help!","icon":10526,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10526","groups":[12,4],"key":""},{"id":"87","name":"Journals Trade Sales","descriptionHtml":"<a href=\"https://direct.mit.edu/DocumentLibrary/OrderForms/2020%20Trade%20sales%20order%20form.pdf\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">You can fill out the Journal Trade Sales order form here or use this link to fill our form and find more information about pricing, payment methods, select titles, and our shipping policy </a>","callToAction":"Journals Trade Sales","introHtml":"To fill out a Journal trade sales request order form and to access PDF form","icon":10552,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10552","groups":[13],"key":""},{"id":"101","name":"Need to change my recent web order","descriptionHtml":"","callToAction":"Need to change my recent web order","introHtml":"Use this form to request a change to orders placed through our shopcart within one business day.","icon":10496,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10496","groups":[13],"key":""},{"id":"102","name":"Open Access Invoices","descriptionHtml":"Want to pay your APC invoice by credit card? Provide a telephone number and best time to call you; we cannot accept credit card information through this portal. Other ways to submit your payment can be found at <a href=\"https://mitpress.atlassian.net/servicedesk/customer/kb/view/1278083190\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Journals: How to place your Order with us</a>. Use the description field below to request a change to your invoice.","callToAction":"Open Access Invoices","introHtml":"Use this form to arrange payment of your APC invoice or request a change.","icon":10565,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10565","groups":[13],"key":""},{"id":"69","name":"Other Access Questions","descriptionHtml":"For your Journals questions and general requests","callToAction":"Other Access Questions","introHtml":"Don't see what you're looking for? No worries! We'll help answer your access questions","icon":10466,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[12,4],"key":""},{"id":"133","name":"Promotional Materials request","descriptionHtml":"","callToAction":"Promotional Materials request","introHtml":"","icon":10564,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10564","groups":[13,4],"key":""},{"id":"56","name":"Questions about your account, order or subscription","descriptionHtml":"Questions about your account, sign-in credentials, subscriptions, and more...","callToAction":"Questions about your account, order or subscription","introHtml":"Have a question about your journal or CogNet subscription? Need more information about your ebook purchase? 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Click here for the \"Recommend to Your Librarian\" form for your reference or submit a ticket with the required information below.</a>","callToAction":"Recommend to Your Librarian","introHtml":"Submit a ticket with the information from our <a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/159fe100-3cad-4acd-b317-b54c64f30d75/article/1277755551\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Recommend to Your Librarian</a> form and a member of our service team will connect with your institution's librarian!","icon":10482,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10482","groups":[13],"key":""},{"id":"89","name":"Request a Receipt ","descriptionHtml":"This option is to request a receipt for your paid order. If you wish to subscribe to a journal or journals and need an invoice to submit payment, please go to <a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/group/13/create/90\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Request an Invoice</a>.","callToAction":"Request a Receipt ","introHtml":"Receipts are available after your order and payment have been processed. Use this option to request a receipt for your paid order.","icon":10537,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10537","groups":[13],"key":""},{"id":"90","name":"Request an Invoice","descriptionHtml":"Need an invoice so you can subscribe to one of our journals or CogNet? Want to purchase D2O access? Submit your request here. If this is a new order, be sure to include your full name and delivery address or attach your purchase order. See our <a href=\"https://mitpress.atlassian.net/jira/servicedesk/projects/DIRECT/knowledge/articles/1277952043?spaceKey=DSD\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Price Lists</a> for more information.","callToAction":"Request an Invoice","introHtml":"Need an invoice so you can subscribe to one of our journals or CogNet? Want to purchase D2O access? 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You can submit your Student ID through this page AFTER you have subscribed through our shopcart, <a href=\"https://mitpressjournals.mit.edu/shop/customer/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://mitpressjournals.mit.edu/shop/customer/</a>.","callToAction":"Student Portal","introHtml":"For students to submit their Student ID after subscribing through the shopcart","icon":10499,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[13],"key":""},{"id":"80","name":"Submitting Orders for Wire Payments","descriptionHtml":"UPLOAD YOUR ORDER(S) HERE AFTER YOU HAVE INITIATED YOUR WIRE TRANSFER. Looking for the banking information to transfer a payment? <a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/eb1b71eb-316f-41b5-88c4-6fe7e822460b/article/1299021837\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">TO ENSURE YOUR PAYMENT IS CORRECTLY TRANSMITTED, read this article completely</a>. You can also find <a href=\"https://vpf.mit.edu/wire-transfer-payments\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">INSTRUCTIONS ON SUBMITTING WIRE PAYMENTS TO MIT HERE</a>.","callToAction":"Submitting Orders for Wire Payments","introHtml":"UPLOAD YOUR ORDER(S) HERE AFTER YOU HAVE INITIATED YOUR WIRE TRANSFER.","icon":10550,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[13],"key":""},{"id":"66","name":"Technical Support for MIT Press Direct","descriptionHtml":"","callToAction":"Technical Support for MIT Press Direct","introHtml":"Experiencing technical issues with <a href=\"https://direct.mit.edu/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://direct.mit.edu/</a> such as trouble signing into your account or setting up Shibboleth? Have questions about access to our content? Use this option to submit your issue.","icon":10472,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[4],"key":""},{"id":"134","name":"Trial Request","descriptionHtml":"","callToAction":"Trial Request","introHtml":"A full 30-day free trial of CogNet or Direct ebooks or our journals offers your institution access to our complete collection. Request a free trial for access today!","icon":10590,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10590","groups":[4],"key":""},{"id":"131","name":"Trial Request","descriptionHtml":"","callToAction":"Trial Request","introHtml":"A full 30-day free trial of CogNet or Direct ebooks or our journals offers your institution access to our complete collection. Request a free trial for access today!","icon":10578,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10578","groups":[4],"key":""},{"id":"99","name":"Customer Contact","descriptionHtml":"","callToAction":"Customer Contact","introHtml":"For JDPCS to create blank issues","icon":10564,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10564","groups":[],"key":""},{"id":"21","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10492,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[],"key":""},{"id":"86","name":"OLD Help Resetting My Password","descriptionHtml":"","callToAction":"OLD Help Resetting My Password","introHtml":"Having trouble accessing your administrative account using your administrative email and password? Use this option to submit your request.","icon":10526,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10526","groups":[],"key":""},{"id":"68","name":"OLD Other CogNet Questions","descriptionHtml":"","callToAction":"OLD Other CogNet Questions","introHtml":"Don't see what you're looking for? No worries! We'll help answer your CogNet questions","icon":10466,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[],"key":""},{"id":"57","name":"OLD Pricing and Invoices for Journals","descriptionHtml":"For questions and where to submit orders, invoices, and billing forms","callToAction":"OLD Pricing and Invoices for Journals","introHtml":"Do you have a question about Journal orders, invoicing, or billing forms?","icon":10483,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10483","groups":[],"key":""},{"id":"58","name":"OLD Questions about your CogNet Account","descriptionHtml":"","callToAction":"OLD Questions about your CogNet Account","introHtml":"Have a question about your subscription to CogNet?","icon":10470,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[],"key":""},{"id":"62","name":"OLD Request a 30-Day Trial","descriptionHtml":"","callToAction":"OLD Request a 30-Day Trial","introHtml":"","icon":10504,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10504","groups":[],"key":""},{"id":"63","name":"OLD Request a Journals Trial","descriptionHtml":"","callToAction":"OLD Request a Journals Trial","introHtml":"Would you like to request a Journals trial?","icon":10504,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10504","groups":[],"key":""},{"id":"23","name":"OLD Suggest a new feature","descriptionHtml":"","callToAction":"OLD Suggest a new feature","introHtml":"Let us know your idea for a new feature.","icon":10511,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[],"key":""},{"id":"75","name":"OLD Technical Support","descriptionHtml":"","callToAction":"OLD Technical Support","introHtml":"","icon":10564,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10564","groups":[],"key":""},{"id":"76","name":"OLD Urgent Invoice Request","descriptionHtml":"","callToAction":"OLD Urgent Invoice Request","introHtml":"If your fiscal year end is July 1st you can submit an urgent invoice request here.","icon":10484,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10484","groups":[],"key":""},{"id":"79","name":"OLD Wire Transfers","descriptionHtml":"USE THIS FORM TO UPLOAD ORDERS PAID BY WIRE TRANSFER. <a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/eb1b71eb-316f-41b5-88c4-6fe7e822460b/article/1299021837\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Banking information to transfer payments directly to our bank account is HERE. Please read the instructions completely to ensure your payment is transmitted correctly.</a> <a href=\"https://vpf.mit.edu/wire-transfer-payments\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">You can also find instructions on how to submit wire payments HERE</a>","callToAction":"OLD Wire Transfers","introHtml":"To submit orders being paid by wire or bank transfer","icon":10550,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"65","name":"Technical Support for CogNet","descriptionHtml":"","callToAction":"Technical Support for CogNet","introHtml":"Are you experiencing technical issues on CogNet like problems signing into your account? Do you need to update your IPs? We're happy to help!","icon":10472,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""},{"id":"51","name":"Testing Jira","descriptionHtml":"","callToAction":"Testing Jira","introHtml":"MITP testing Jira","icon":10458,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10458","groups":[],"key":""},{"id":"82","name":"Usage Reports for Journals","descriptionHtml":"<a href=\"https://mitpress.atlassian.net/servicedesk/customer/portal/3/topic/eb1b71eb-316f-41b5-88c4-6fe7e822460b/article/188776512\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Institutions are able to pull their own library's usage reports using their administrator account. COUNTER5 reports are available for the prior month on the 5th day of the following month. Subscription agencies can be given the ability to pull consolidated usage reports on behalf of one or more of their customers. Agents should submit their requests through this form and should include the name and email address of the person responsible for pulling the consolidated report. </a>","callToAction":"Usage Reports for Journals","introHtml":"Request usage report instructions here","icon":10478,"iconUrl":"https://mitpress.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10478","groups":[],"key":""}],"reqGroups":[{"id":4,"name":"Access on MIT Press Direct"},{"id":12,"name":"CogNet Database (Legacy)"},{"id":13,"name":"General Requests"}],"orderMapping":{"13":[132,72,101,133,56,90,61,89,80,100,87,102,71],"12":[73,84,69],"15":[76],"26":[69],"14":[71],"4":[134,88,73,133,66,131,69,84]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"2cd22e5c-5221-35da-baed-c18859259be3","appLinkName":"System Confluence","appLinkUrl":"https://mitpress.atlassian.net/wiki","spaceKey":"DSD","spaceName":"Direct Service Desk","spaceUrl":"https://mitpress.atlassian.net/wiki/spaces/DSD","isServer":false},"labels":[],"projectKey":"DIRECT","serviceDeskId":3},"createPermission":true,"portalAnnouncement":{"portalId":3,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"DIRECT","userLanguageHeader":"Winter Break","userLanguageMessageWiki":"December 25, 2022 - January 2, 2023","defaultLanguageHeader":"Winter Break","defaultLanguageMessage":"December 25, 2022 - January 2, 2023","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false},"sharedPortal":{"name":"MIT Press Direct Service Desk","description":"Welcome to the help center - we're here to help! 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