We would like to introduce a JIRA ticketing process through which the requests for IT, Infrastructure, SysOps and DevOps, SRE support across internal & implementation environments. Below are some of the convenience to create tickets via email.
What we need to do:
- Send
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- email to:
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- any below email ids based on the nature of issue, mentioning the crisp and self explanatory
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- subject
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- line.
- Keep
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- the watcher
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- (people who need to be notified in
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- CC:
- Email ids and their unique purpose:
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- -- Any existing or new DevOps related to our Digit platform/Microservices (Pipeline, Service Integration, Releases, troubleshooting, SRE Support, etc..)
- ERP
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- -- Related to CoEx or ERP (WS, Fin, BPA, etc..(Pipeline, Releases, troubleshooting, SRE Support, etc..)
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- jira@egovernments.org-- Access to systems like Jenkins, GitHub, RunDeck, Jira, Confluence, spinnaker, Rundeck, MS Office, etc.
- ImplOps@egovernments.org-- DemoInstances, Portals, JiraInstance, Specific states requirements, Git, Customer on-boarding, etc.
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- -- Anything related to New cloud infrastructure, Migration of existing cluster, resizing, upgrade.
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- -- Any support related to laptop, Hardware
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- -- Any new employee user account creation, first time access, off-boarding, exit-formalities, revoking access, etc..
Details to mention in the email: (Very Important and Helps)
- InfraProvision
- NewFeature
- AccessOps
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- Improvements
- BAUOps
- EngOps
- Deployment
- Release
- CI-Pipeline
- ProductionIssue
- Troubleshooting
SLA
- P0 - (Should be picked-up immediately/in few hours < 4 hours)
- P1 - (Same day until EOD < 12 hours)
- P2 - (Few days < 3 Days)
- P3 - (Week < 2 weeks)
- P4 - (Near future/Advance Intimation ahead of 3 weeks)
- Environment (Dev, QA, State-UAT, State-Prod)
- Mention the issue type from the below
- Priority
- Description - To explain the request/issue better
Why it is important:
- We now have more states & more environments, every issue deserves to be addressed, to be tracked, prioritise, resolve.
- Focused and distinguished requests can help identifying and assigning the right skill and assignee to address the issue.
- Each issue type has its own priority, workflow, approval, SLA, these need to be assigned and address to right person and process despite the magnitude of requests.
- Audit the workload, introspect, retrospect issues, build reusable utilities, etc..
- Leverage Eco-system, partners to handle the scale