What will you find in this article?
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Setting up an account: How to log in to the service desk for the first time.
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Adding issues: The process of creating a new ticket or request.
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Viewing colleagues’ issues: How to get an overview of tickets across your entire organization.
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Communication and notifications: How to respond to issues and manage your email notifications.
Summary
Through the 12Build service desk in JIRA, you can easily log and track all bugs and feature requests. You will automatically receive email updates when statuses change and can share tickets with colleagues within your organization for a centralized overview.
Prerequisites and Target Audience
This guide is intended for all 12Build users who wish to report technical issues or suggest improvements. You will require an activation link via email to set up your service desk account for the first time.
Setting up your account
Before you can submit issues, you must activate your personal account via the invitation you received by email.
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Click the link in the email you received to set up your account.
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On the screen that appears, enter your full name and a password of your choice.
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Click the confirmation button to complete your registration.
Add issues
After logging in, you’ll be taken to the home page where you can immediately create a new report. You can always return to this screen by clicking the 12Build logo in the top-left corner.
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Select the relevant product or category (for example, Matchmaker).
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Select the issue type: a question, a new feature, or a bug.
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Enter the subject and a clear description. For the description, please use this structure:
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Problem:
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Where:
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Steps to reproduce:
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Actual result:
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Expected result:
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Cause / Additional comments:
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Solution / Proposal:
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Escalate to:
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Add attachments, such as screenshots, for clarification.
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Use the arrow to choose whether you want to share the issue with your organization or keep it private.
Click on Bug Matchmaker.
View colleagues' issues
You can view not only your own reports but also those of your entire organization.
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Click the option for your issues in the top right corner of the screen.
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Select Created by me to view your own reports, or click on your company name to see all of your colleagues’ issues.
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Use the filters at the top or the search function to search specifically by type, reference number, or status.
Communication and reports
Once an issue has been created, you can track its progress and communicate with the person handling it.
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Respond: Click on the issue name and use the Add comment button to post a response.
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Notifications: By default, you will receive emails when there are updates. If you do not require these notifications, click "Don't notify me" within the issue; you can re-enable them at any time via "Receive notifications."
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Management: On the right side of an issue, you will find options to share the issue, resolve it, or delete it via “Cancel request.”
Frequently Asked Questions (FAQ)
Question: Do I have to log in every time to see if my bug has been resolved? Answer: No, when the status of an issue is updated, you will automatically receive an email notification.
Question: Can I cancel a report I submitted by mistake? Answer: Yes, you can select the Cancel request option on the right side of the issue to remove the report.
Troubleshooting
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Symptom: I do not see any reports from my colleagues.
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Cause: The issue was not shared with the organization when it was created, or your filter is set to "Created by me."
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Solution: Verify that the filter is set to your company name. If the issue remains invisible, the reporter must share the issue with the organization.
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Symptom: I am no longer receiving email updates.
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Cause: You likely accidentally clicked "Don’t notify me."
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Solution: Open the relevant issue in the service desk and click "Receive notifications" on the right-hand side.
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