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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 email to: any below email ids based on the nature of issue, mentioning the crisp and self explanatory subject line.
  • Keep the the watcher (people who need to be notified in CC:
  • Email ids and their unique purpose:
    • MSOps@egovernments.org -- Any existing or new DevOps related to our Digit platform/Microservices (Pipeline, Service Integration, Releases, troubleshooting, SRE Support, etc..)
    • ERPOps@egovernments.org -- Related to CoEx or ERP (WS, Fin, BPA, etc..(Pipeline, Releases, troubleshooting, SRE Support, etc..)
    • Access@egovernmentsjira@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.
    • InfraOps@egovernments.org -- Anything related to New cloud infrastructure, Migration of existing cluster, resizing, upgrade.
    • ITOps@egovernments.org -- Any support related to laptop, Hardware, Access to egov internal systems like jenkins, git, jira, confluence, spinnaker, Rundeck, MS Office.
    • On-boarding@egovernments.org -- 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 
  • 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)


    1. Environment (Dev, QA, State-UAT, State-Prod)
    2. Mention the issue type from the below
    3. Priority
    4. Description - To explain the request/issue better 
Why it is important:

...