DIGIT DevOps and SRE Ticketing process

Owned by Nikesh Umredkar
May 10, 2022
2 min read

We would like to introduce a JIRA ticketing process through which the requests for DevOps, SRE support across internal & implementation environments. Below are some of the conveniences to create tickets via email.

What we need to do:

  • Send an email to the below email id based on the nature of the issue, mentioning the crisp and self-explanatory subject line.

  • Keep the watcher(people who need to be notified inCC:

  • Email ids and their unique purpose:

    • sre-support@egovernments.org -- Any existing or new DevOps and SRE related to our Digit platform/Microservices (Pipeline, Service Integration, Releases, troubleshooting, SRE Support, 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 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, prioritize, and resolve.

  • Focused and distinguished requests can help identify and assign 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 addressed to the right person and processed despite the magnitude of requests.

  • Audit the workload, introspect, retrospect issues, build reusable utilities, etc..

  • Leverage the Eco-system, and partners to handle the scale