Use JB Connect to:

  • quest products and services.
  • Report problems or issues directly, even when you are not connected to the judicial branch network.  (Great for teleworkers with connection problems!).
  • See your open tickets and get updates promptly.  Updates may be emails or added to the ticket itself.  Updates are indicated by the bell symbol next to your profile name.
  • Get real-time status updates and announcements about system disruptions or changes.
  • Find solutions for everyday problems and tips to make common tasks easier or less time-consuming.  The knowledge base in JB Connect will be the library for reference documents, policies, and procedures, such as those now saved in IT Information on the Judicial Insider.


Terminology

Service

A service is something that you need - user registrations, computer equipment, printer supplies, software, a report, and a replacement headset.  In other words, a service request is raised when you want to procure something that you don’t have in the first place.

You can see the services available to you in the Service Catalog. 


Problem or issue

A problem or issue is an unplanned interruption to an IT service or a reduction in its quality.  In other words, what’s supposed to work, doesn’t.


Examples

  • If you need to request access to Case Management for a new user, you’ll submit a User: Add service request to request permissions and access.
  • If your existing access to Case Management is not working, you’ll first check the Announcements to see if there is a system outage, and if not, you’ll report a problem.
  • If you want to ask about which access you need to perform a specific task, you’ll ask a question.


Home Screen



Announcements

JBIT will notify you of outages and upcoming events like maintenance windows with a brief Judicial Postmaster, which includes a link to an Announcement on JB Connect.  JBIT  will only post updates and resolutions to Announcements.  JB Connect.  Because JB Connect is a web service (not hosted on our judicial network), you can get to JB Connect to see announcements even if the judicial network is down.  


Announcements display on the top pane on the Home tab.  Announcements can target the public, court staff, or user groups.  You can view some announcements even if you’re not logged in.


Reporting an IT issue 

To report a problem:

  1. Login to the JB Connect portal and click on Report a Problem/Ask a Question, New Ticket button, or the Tickets tab.
  2. Complete the required fields.  Your answers may generate additional fields to capture the information the IT support staff needs to resolve the issue.
  3. Click Submit.  The ticket is created automatically, and you can keep track of it from the Tickets tab or the Your Tickets section.








Suggested solutions

JB Connect suggests solutions if there is a relevant solution article in the knowledge base- even before submitting the ticket.



Requesting a service 

The Service Catalog consolidates all the services to which you are entitled.














To raise a service request,

  1. Login to the end-user portal and click on Request Services or Items, the New Ticket button,  or the Service Catalog tab.  
  2. From the list of services, click on the one you want to request or search for it directly.
  3. On the checkout page, you’ll see more details about the service. 
  4. If you’re placing the request on somebody else’s behalf, select Request for someone else and enter their email address.
  5. Click on Place Request to create the Service Request automatically.  You can keep track of it from the Tickets tab.

Browse Solutions

There are some issues that you could resolve more quickly yourself if you only had the right information.  To help you with this, service desk admins and agents in JBIT provide solution articles in the JB Connect knowledge base.  You can access these articles right from the self-service portal without logging in.

The knowledge base is on the home page under Browse Solutions or the Solutions tab.  You can also use the search field to find solutions for specific issues.

The knowledge base in JB Connect will be the library for reference documents, policies, and procedures, such as those now saved in IT Information on the Judicial Insider.

 









Logging into JB Connect

Use Chrome or Firefox browser. 


The URL for the Iowa Judicial Branch service desk is https://jbconnect.iowacourts.gov.

You can raise a ticket (handy for teleworkers having network and login issues) without being on the network!

However,  you must log in to track any tickets you’ve created.

  1. Click on “Sign In” in the top-right corner.https://lh3.googleusercontent.com/7Jzg5308UEMDuqGCH1NtwcPpYXLXcUgSRBlwoXOSzMvHbtfPQskC7lT0pIVQ-gsyPgnL1IfBK86Fs7Skuu3PjncB2g8szUStPRJzH1mawa4OBHn1QkzEurfyKdkyEUxdFYaBz2og 
  2. Log in to JB Connect with your official email address and the JB Connect password.


Note: If you forget your login password, you can click on ‘forgot your password?’ to get a password reset link mailed to your email address.


JB Connect password reset

If you forget your JB Connect password, click Forgot Password.


If you don’t receive the password reset email, check your Junk folder in your mailbox for the email.  If you still have issues resetting your password, please report the problem in JB Connect.