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Internal Application Support Tickets ( Jira )
Internal ( Jira ) Application Support Tickets
Format: Context - Area Action/Type - Short Details
Although internal tickets don't have the Area and Action menus you should try and think of appropriate Area and Action choices where possible when creating tickets. There may be some exceptions to using Area/Action for some issues.
Integration tickets would also be opened in this queue, however, they follow their own format.
NB Application Support Tickets are Non-R&D, you will not be able to progress a ticket unless you have Not Applicable selected for the R&D field.
Ops Dev
Format: Context/Area - Short Details
Application Support Workflow
Demo video
Please review this video to show a ticket being moved through the workflow. As it's a demo ticket no format was used for the summary. Please note that the “Initial” status is no longer used and all tickets for the workflow start in the Open queue.
The validation set up on Application Support Workflow.
Auto Assign
If you Resolve or Close a Ticket in the Application Support Queue in Jira it automatically assigns you the ticket. If you are making the decision to Resolve or Cancel you would be the best person to contact when a ticket needs to be reviewed for any reason.
