Welcome to the Facilities Engineering Services Portal! Facilities Engineering is using Jira Service Management to make it easier to request and track Facilities Engineering services. As of April 1, PIMD staff can submit an Engineering Resource Request (a request to add an engineering team to a project) using Jira, and more services will be added throughout the year.
Who has access to Jira?
Any Berkeley Lab employee with a Jira account can access Facilities Engineering Services in Jira. However, some service requests may be limited to certain divisions or departments.
To create a request using this portal, you will need a valid Jira account. Access the Facilities Engineering Services. When prompted, either log in to your existing Jira account or create a new account. Your account must be tied to your LBL email address. If you are still unable to access the portal or desired service, email Rory Hamaoka at rhamaoka@lbl.gov to troubleshoot.
Setting up a Jira Account
To set up your account, take the following steps:
- Copy the link to the Facilities Engineering Services platform: https://lbnlfacilities.atlassian.net/servicedesk/customer/portals
- In a different browser from the one you usually use, or from an incognito window, paste and open the link. You should see the window below.
- Log in. When prompted, sign in using your LDAP credentials.
- Click the circle icon on the top right of the window, then click “Profile.”
- Check to verify that your name is correct.
Why is this important? Because of a known issue with Jira, your profile name will not update to your full name until you first log into Jira. You may notice that your name is your email alias (ex: jadoe) rather than your full name (Jane Doe). If you experience this even after logging in from an incognito window or different browser, or if you are unable to access the portal or desired service, please contact Rory Hamaoka at rhamaoka@lbl.gov.
How to use Jira
Once your account has been set up, requests can be submitted via the form available within the Facilities Engineering Services portal. This form will function similarly to the old Smartsheet request form, and will gather the information necessary to complete your request.
After submitting the form, you will receive a confirmation email from Jira. Should further communication regarding your submission be required, you can reply directly to this email to ask (or answer) any questions. This will leave a comment on your open request which can be viewed by those involved.
To check on the status of your request, you can open the portal and select “Requests > Created by me” in the top right corner of the page. This will take you to a page where you can view all requests you’ve submitted, as well as their current status.
Should you have any questions regarding how to use the Jira portal or the available request forms, help articles are available and can be accessed once you log in. Each type of request form will also have its own “Learn more” page which will provide information on the workflow and product.
Frequently Asked Questions
Q: What will be available in Jira?
A: This portal is currently in its initial phase and will focus solely on the Engineering Resource Request service, which allows you to request an engineering team to be assigned to a project. This initial phase allows us to gather valuable feedback and identify areas for improvement as we integrate Jira Service Management into our Facilities Engineering services. However, Facilities Engineering is actively migrating existing services and adding new ones to this portal in the coming months.
Q: Can I still request files from the existing Engineering Resource Request form?
A: The existing request form will be phased out in favor of the Jira platform. Please make all requests via the new portal. Should you have any trouble doing so, please reach out to Rory Hamaoka (rhamaoka@lbl.gov) for support rather than submitting a request via email.