eGov DevOps Ticketing process

Owned by Gajendran C (Unlicensed)
Last updated: May 06, 2020 by Nikesh Umredkar


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)


    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 
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