Creating a Jira ticket for L3 Escalations to DevOps & Product team
Creating a Jira ticket for L3 Escalations to DevOps & Product team
For issues that need to be escalated to DevOps, Product or Development teams follow the below steps:
Step 1
Create a ticket directly in Jira https://clicksend.atlassian.net/jira/software/c/projects/CTS/boards/84
Select Project as Customer Technical Support (CTS) and Issue type as ‘Bug’. The status field will be filled in automatically. Give a short title of the issue in Summary.
Step 2
Description - This is most important section where we need to share as much details as possible.
What is the current observation: Explain what the issue is, including which service (SMS, Email Marketing, Fax etc and numbers/email id the customer is sending ‘from’, ‘to’ etc
Where is the issue occurring (Mobile/Dashboard/API): Dashboard
What OS & Version is the customer (Win/Mac/Linux): Win10
Customer’s web browser/Version: Edge 112.0
What is the expected outcome/behaviour: Customer needs to send out campaigns to all contact lists
What steps have you taken to resolve it: Explain in detail what steps have you taken with the customer
Have you tried to replicate the issue (If yes): Clearly mention steps followed to replicate or attach screenshots/videos (below)
Have you tried to replicate the issue (If no): Why?
Intercom Ticket Number: Mention intercom ticket number here for reference.
Note: The dev team has no access to the admin dashboard, they can’t view customer profile links, so mention all relevant details from admin, required to understand the customer situation
Step 3
Priority:
The priority of the issue will help dev/product teams give the right attention to the fault/bug and move it up the priority chain, here’s the guidelines
Critical: Issue is impacting multiple ClickSend customers & services (SMS, Email etc)
Highest: Single service down (SMS) but impacting many customers
High: Multiple services down for a customer or Impacting a HV/Gold Star customer
Medium: Issue impacting a single customer
Low: Impacting a single task/feature (e.g., can’t import contacts list etc)
Step 4
Attachments:
- Video or screenshots of steps taken to resolve the issue with customer
- Attach a loom video recording of the steps taken to replicate and reproduce the issue.
Step 5
Linked Issue:
In Linked Issues select ‘relates to’ from the drop down and select any related bug that you think is connected to the same fault/bug.
Step 6
Criteria to Prioritise the Bug
Value of customer – Mention the revenue of this customer, this can be seen in Admin
Number of customers impacted – Mention the number of customers impacted with this bug/fault
Revenue impact to CS – If Sales has mentioned the revenue impact of not fixing this bug, mention it here
Risk to the business if not corrected – This is the impact to CS if we don’t fix the problem, will it escalate or further impact other customers if not fixed/resolved.
Step 7
Intercom Ticket Updated
Once the bug is created mentioned the Bug reference number in the intercom ticket for reference and update the ETA & follow-up steps when Jira is actioned. Close the ticket in intercom.
