DIGIT DevOps and SRE Ticketing process

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