System Dashboard:

  • Issues assigned/Raised by you will be displayed here.
  • Projects also visible (2 for Telecoms: Product Development and Technical Support)
  • Technical Support – all support related issues like server, data , deployment etc
  • Product Development is all Development related issues like product enhancements, bugs etc

 

Creating a JIRA

  • Select correct project depending on the issue( Product Development / Technical Support)
  • Select the correct issue type (These will be differ based on Project selected.
  • Select Product
  • Keep summary short as possible for dev but ensure it highlights the issue (do not copy subject from customer email/ticket)
  • Enter name of client (if applicable) 
  • Enter ticket reference (if applicable)
  • Level of impact (how many customers are affected)
  • Select sense of urgency 
  • Enter the description (screenshots included with as much detail as possible with steps to reproduce the error for the development team) 
  • Jira converted to TEL when Dev work is required
  • TEL Jiras display: Reporter of the JIRA, Dev person assigned to ticket, sprint in which TEL is in, version in which the fix will be deployed in.
  • Also able to watch a JIRA even when not logged by yourself
  • Different statuses for JIRAS assigned to you (for confirmation, in UAT etc) determines the action you need to follow on JIRA and update status so dev assigned to JIRA can action accordingly

Product Support -Issue Types 

 

  • Application Health – anything that might be wrong with VSM and affects all customers
  • General issue
  • Customer Deployment – deployment related issues
  • Data – data missing from reports 
  • Security – access related
  • Server Environment – server related 
  • Each Issue type will open up Sub – issue to better describe the issue 

 

 Product Development -Issue Types 

  • Story
  • Epic, bug
  • Test, task, test set, test plan, test execution
  • Precondition
  • No Sub-issue to select here


Level of Impact (How many customers are affected)

  • All customers 
  • Most customers 
  • Key customer
  • A few customers
  • Single customer

Sense of Urgency 

  • Critical – system wide issue and all customers cannot use the system at all
  • High – specific feature is not working (work around could be in place to use this feature) but customers can still use other parts of the system
  • Medium – most Jira’s should be raised as medium as customers will still be able to use the system
  • Low – not very critical and all users can still use the system
  • Anytime – lowest urgency as it does not impact customers day to day usage of the system. Usually enhancements.

Reporting:

  • Reports can be generated based on different filters
  • All completed JIRA’s between specific time period etc 
  • Can export the report in different formats.