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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 watcher (people who need to be notified in CC:
  • Email ids and their unique purpose:
    • MS-Ops@egovernments.org -- Any existing or new DevOps related to our Digit platform/Microservices (Pipeline, Service Integration, Releases, troubleshooting, SRE Support, etc..)
    • ERP-Ops@egovernments.org -- Related to CoEx or ERP (WS, Fin, BPA, etc..(Pipeline, Releases, troubleshooting, SRE Support, etc..)
    • Access@egovernments.org  -- Access to systems like Jenkins, GitHub, RunDeck, Jira, Confluence, etc..
    • Impl-Ops@egovernments.org  -- DemoInstances, Portals, JiraInstance, Specific states requirements, Git, Customer on-boarding, etc.
    • Infra-Ops@egovernments.org -- Anything related to New cloud infrastructure, Migration of existing cluster, resizing, upgrade.
    • IT-Ops@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
    1. P0 - (Should be picked-up immediately/in few hours < 4 hours)
    2. P1 - (Same day until EOD < 12 hours)
    3. P2 - (Few days < 3 Days)
    4. P3 - (Week < 2 weeks)
    5. 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:
  • 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 
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