Jira Service Now integration

docs/users/requests-incidents.rst

@@ -4,13 +4,37 @@ Requests and Incidents
 
 .. _create_snow_request:
 
-Open a Service Now Ticket
-=========================
-Requests should be submitted to the SLAC Service Now following the process below.
+Open a SLAC Service Now Ticket
+==============================
 
-#. Open ticket in `Service Now <https://slacprod.servicenowservices.com/gethelp.do>`__ using the form.  Alternatively an email can be sent to usdf-help@slac.stanford.edu to open a ticket.
-#. Note in ticket that the request is for S3DF will provide quicker routing to S3DF to review.
-#. If additional visibility is needed post the ticket number in Slack in #usdf-support or add the person as a watcher to the ticket.
+The `Rubin Jira <https://rubinobs.atlassian.net/>`__ instance is integrated with the SLAC Service Now as a two way integration.  Tasks created in the Jira USDF Service Management space will create Service Now Incidents.  Changes to the title, description, and comments between Jira and Service Now are synchronized both ways.   To create a ticket perform the following.
+
+#. Click **Create**: Look for the teal **Create** button in the top navigation bar.
+#. Under **Space** select **USDF Service Management**
+#. For work type select **Task**
+#. Fill in the below fields.
+
+    .. list-table::
+      :widths: 25 25
+      :header-rows: 1
+
+      * - Field
+        - Purpose
+      * - Summary
+        - The title of the task.
+      * - Description
+        - The details/instructions.
+
+#. Once complete with filling in the fields click **Create** at the bottom of the window.
+#. A small pop-up will appear in the bottom-left corner with a link.  Click that if you need to go back and add more to the task.
+
+Please note the following when opening tasks in Jira.
+
+* Attachments on the **Task** will not be sent to Service Now.
+* No assignee needs to be set.  The incident will be assigned in Service Now.
+* The person's name who is working the Service Now Incident is included in comments at the top of the comment.
+
+The ability to create tickets with usdf-help@slac.stanford.edu is being depreciated.  Please open tickets with Jira.
 
 Report Incident in Slack
 ========================