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EA Products & Services Support Portal: User Quick Guide

EA Products & Services Support Portal: User Quick Guide

Welcome to the EA Products & Services Support Portal User Quick Guide. This resource will help you quickly start with managing support requests and collaborating with our team.

Education Analytics (EA) uses Jira Service Management (JSM) support platform designed to streamline issue management and improve communication. EA will use JSM to manage support requests, interact with partners, and track performance.

Account Set Up and the Support Portal

Creating an Account

Accounts can be created in two ways:

  • You receive an invitation email

  • You create an account at the Support Portal

Email Invitation

You will receive an email from Jira Service Management with a subject like “Welcome to EA Products & Services Support:

“Welcome!

You’ve been invited to EA Products & Services Support portal. You can use this to raise requests and get help. To finish setting up your account, click on your sign-up link.”

Look for:

  • Sender: jira@edanalytics.atlassian.net or similar

  • A blue sign-up link

  1. Click or tap on the “sign-up link.”

  2. You will be directed to the account verification page.

    • Please note that you will receive a message about your cookies preferences. Confirm your choices to continue.

  3. Create Create an Atlassian Account

    1. If you do not already have an Atlassian account, you will be prompted to create one.

      • Full Name

      • Email Address (same as the invitation)

      • Password

  4. Then click “Sign up” or “Create account.”

  5. After creating your account, you will be redirected to: EA Products & Services Support Portal. From here you can create support requests and find information relevant to your needs.

 

 

EAPSCreateAccount.png
Sign Up via Invitation

 

 

Visit the Support Portal

  1. Enter your email to log in or sign up.

  2. You will be directed to the account verification page.

    • Please note that you will receive a message about your cookies preferences. Confirm your choices to continue.

  3. Create Create an Atlassian Account

    1. If you do not already have an Atlassian account, you will be prompted to create one.

      • Full Name

      • Email Address

      • Password

  4. Then click “Sign up” or “Create account.”

  5. After creating your account, you will be redirected to: EA Product & Services Support Portal. From here you can create support requests and find information relevant to your needs.

EAPSCreateAccount.png
Enter your Email Address
EAPSCreateAccount3.png
Complete your Account Sign Up

 

Please note that you may have the option to use Google or Microsoft to sign in. If these options are available, they are preferred to creating a local account.

Managing Support Requests

Creating a Support Request in the Portal

  1. Go to the portal here: http://support.edanalytics.org/ 

  2. Login with your email address and password.

  3. Select one of the categories

    • Select the type of inquiry “What can we help you with?”

  4. From the form:

    • Provide a Summary

    • Select your state/partner name

    • Provide a detailed description of your issue

      • Do Not include PII

    • Click/tap the “Send” button

  5. You will receive email confirmation that EA received your request as well as being directed to a request summary page. From here you can:

    • View your original request

    • View any activity on the request

      • Add comments

    • View the status of your request

    • Toggle “Notifications” on/off

EAPSPortalRequest.png
Submit Support Requests
EAPSPortalRequest2.png
Select a Category under “Contact us about”
EAPSPortalRequest3.png
Provide a Detailed Description and Summary

 

  1. Go to the portal here: http://support.edanalytics.org/ 

  2. Login with your email address and password.

  3. Select one of the categories

    • Select the type of inquiry “What can we help you with?”

  4. From the form:

    • Provide a Summary

    • Select your state/partner name

    • Provide a detailed description of your issue

      • Do Not include PII

    • Click/tap the “Send” button

  5. You will receive email confirmation that EA received your request as well as being directed to a request summary page. From here you can:

    • View your original request

    • View any activity on the request

      • Add comments

    • View the status of your request

    • Toggle “Notifications” on/off

EAPSPortalRequest.png
Submit Support Requests
EAPSPortalRequest2.png
Select a Category under “Contact us about”
EAPSPortalRequest3.png
Provide a Detailed Description and Summary

 

Due to Data Privacy laws never submit student or staff information (PII) through email.

Viewing a Support Request

  1. Go to the portal here: http://support.edanalytics.org/ 

  2. Login with email address and password. 

  3. You can submit new requests here, view the status of your support requests, add notes, and update with requested information.

EAPSPartnerPortal.mp4
How to Navigate the Requests View - Video

 

  1. Go to the portal here: http://support.edanalytics.org/ 

  2. Login with email address and password. 

  3. You can submit new requests here, view the status of your support requests, add notes, and update with requested information.

EAPSPartnerPortal.mp4
How to Navigate the Requests View - Video

 

Helpful Hints

  • Once your issue is created, you will get email notifications when the status changes or as notes are added.

  • You can turn off these notifications in the issue view under “Requests”

    • Follow the link for “Reference” or “Summary”

    • Select “Notifications Off”

    • You can re-enable the notifications per your preference

  • If you have a need to send PII or sensitive files, please note that in your issue and EA will provide a secure link for you. Please do not send these through email.