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:
- Sendemail to:any below email ids based on the nature of issue, mentioning the crisp and self explanatorysubjectline.
- Keep the watcher(people who need to be notified inCC:
- 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..)
- 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.
- InfraOps@egovernments.org-- Anything related to New cloud infrastructure, Migration of existing cluster, resizing, upgrade.
- ITOps@egovernments.org-- Any support related to laptop, Hardware.
- 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)
- 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