Egov Ticketing Process

JIRA ticketing process through which the requests for IT Support, Infrastructure, SysOps, DevOps and SRE support across internal & implementation environments.

Below are some of the convenience to create Jira tickets by simple sending new email or converting existing email thread as a JIRA ticket.

What we need to do:

• Send email to any below email ids based on specific environment

• Mentioning the crisp and self-explanatory subject line.

• Rest of the details in the email body based on the nature of the issue.

• Keep the watcher (people who need to be notified in CC) the first person in the CC becomes the assignee of the issue.

• Do NOT add any email signatures, just to keep it crisp and clear
  
  

Sample email: (Very Important to be crisp and it greatly helps), we can keep responding to the email and every response gets appended to the same ticket.

Open

Open

Email ids and their unique purpose: (Pipeline, Service Integration, Releases, troubleshooting, SRE Support)

• punjab-devops@egovernments.org -- Any existing or new Punjab DevOps related issues.

• ukd-devops@egovernments.org -- Any existing or new Uttarakhand DevOps

• bhr-devops@egovernments.org -- Any existing or new Bihar DevOps related

• odisha-devops@egovernments.org -- Any existing or new Odisha DevOps related

• internal-devops@egovernments.org -- Any existing or new DevOps related to our Digit platform/Microservices etc..)

• ITOps@egovernments.org -- Any IT support related to laptop, Hardware, Access to egov internal systems.

• On-boarding@egovernments.org -- Any new employee user account creation, first-time access, off-boarding, exit-formalities, revoking access, etc..

Issue Types: (Some of the other issue category that you may choose to)

ERP – Related to CoEx or ERP (WS, Fin, BPA, etc…(Pipeline, Releases, troubleshooting, SRE Support, etc..)
InfraProvision
NewFeature
GitAccess
Improvements
BAUOps
EngOps
Deployment
Release
CI-Pipeline
ProductionIssue
Troubleshooting

Alternately you can also create, track, comment on tickets through slack:

• Go to slack → choose the respective devops channel

• Type /jira create

• Click on the … next to any ticket to update the ticket.

Priorities:
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)