eGov DevOps Ticketing process

• 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)

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 

• 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