SupportHub: Replacing OPs Issue ticket with Eccovia’s new ticketing system
Discover how SupportHub is revolutionizing the issue ticketing process by introducing Eccovia's innovative ticketing system, streamlining operations and enhancing customer support.
Written by April Lockett
Updated at June 2nd, 2025
Table of Contents
Introduction
Eccovia is moving the Support Ticketing system to the Atlassian tool known as Jira Service Management (Jira). SupportHub integrates into Jira seamlessly. An API Wrapper receives requests from both ClientTrack and ClientInsight, strips out Personal Identifying Information (PII) along with files uploaded as attachments and places these stripped-out items into the Azure Blob storage. The Jira ticket is created in the Jira Service Management project (SUPH) with the original request and links to the Azure Blob storage location.
For more details on any section below, please contact Eccovia Support or your Customer Service Manager.
Main Features of SupportHub
- When an OPs issue ticket (issue) is escalated from ClientTrack or ClientInsight by a Client Authorized User (CAU) who holds permissions to escalate issues to Eccovia (typically a Sys Admin), the issue will no longer go into OPs. The issue will be logged through SupportHub as a Project SUPH Jira ticket (Jira ticket).
- After the issue has been escalated, instead of a ‘send’ or ‘escalate’ button, users will see a ‘View Related Issue’ button that redirects the user to the Jira ticket URL with a link to the Jira space where they can follow up on the Jira ticket from within the Jira portal.
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After escalation of the ClientTrack or ClientInsight issue, the content panes from the originating issue (except for the Notes section and Status field) will be locked down with a notification message provided. Any additional notes or attachments added to the issue in ClientTrack or ClientInsight after this point will not be sent/synced to the Jira ticket.
- A banner will be visible in ClientTrack or ClientInsight to inform the user the issue has been escalated.
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Large data in the Notes section will be converted to attachments.
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Debug info is limited to 5000 characters.
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Entity info is limited to 100 characters per property.
User Personas and their access
Client Authorized Users (CAU):
CAU users will continue to be responsible for overseeing and prioritizing support case activity, developing and deploying troubleshooting processes within their own organization(s), and resolving minor issues such as lockouts, password resets, usernames, etc. This will continue to happen within ClientTrack and ClientInsight. These procedures have not changed.
When warranted, the CAU will have the ability to escalate the ClientTrack or ClientInsight issue which then creates the SupportHub issue as a Jira ticket. From this point, the CAU should NOT make any edits, additional notes, or attachments to the issue as they will not sync upward into the Jira ticket.
Eccovia Support Resources
Eccovia Support Resources will continue to have the same level of access in Jira as they did in OPs. The permissions for the SUPH Jiras are different than other projects, which allows personal permission levels to vary based on the specific project.
Response times and Service Level Agreements (SLAs) will not be impacted or changed.
Client End Users Daily users of ClientTrack and/or ClientInsight
Will notice a slight difference with the issues in that there will be limited editing after escalation of their issues.
A banner will notify the user that the issue has been escalated to ClientTrack or ClientInsight.
New ClientTrack Enhancement
An additional enhancement was added to allow CAUs to create ClientTrack/ClientInsight issues without those issues going immediately up and creating the Jira ticket. There is a new option presented as a check box to ‘Send to ClientTrack’. This is located just above the ‘How can we reach you’ section. When the box is checked the issue will go directly through the API and log the Jira ticket. If the CAU is not ready for the ticket to be escalated, this check box can be left blank to allow the CAU the opportunity to work on the issue before it gets sent to Eccovia Support.
Escalation Paths
The CAU will be notified by email and links available on the issue.
The issue will remain in the status it was in at the time of escalation until manually updated.
All interactions at this point need to happen in the Jira ticket until Eccovia resolves the Jira ticket. Once resolved, the CAU will update their internal issue which will in turn notify the originator and Interested Others of issue updates.
Adding an Interested Other, when done after escalation, will not transfer the information to the Jira ticket.
Full text from the initiating issue can be found under the Unredacted Text field in the Jira ticket.
Redacted text can be found in the Debug Info field in the Jira ticket.
At this time, all Jira tickets that are sent from ClientTrack or ClientInsight will be created as ‘Reported by: cloudit@eccovia.com’. This is the Jira account that is authorized to create tickets on behalf of all users.
Once the Jira ticket is fixed and released from the engineering team assigned to it, all persons associated with the Jira as Creators, Watchers, or Interested Others will receive an email update only from the Jira ticket.
The manual step of the Support team updating the Jira ticket will stay the same as it has been in OPs.
If/when an engineering Jira ticket is created, the Support team will need to be Watchers on the engineering Jira ticket, monitor the status of the Jira ticket and the release notes, and update the Jira ticket accordingly.
