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

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