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eGov DevOps Ticketing process

eGov DevOps Ticketing process

May 06, 2020

 

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