...
Once the ticket is in Remedy, it is targeted to a Sakai group who will fix the problem and then resolve the ticket.
One Sakai support group, called Sakai application group (Mike Waid and Nancy Wallace of IT Express) will also enter tickets in Jira. These two individuals, with deeper knowledge of Sakai than most other front line peopleIT Express members, will peruse Remedy tickets for Sakai issues. If Nancy and if they Mike are unable to answer them, resolve the problem tickets, they will create Jira problem tickets for Sakai programmers. Once in Jira, the Sakai programmers will brainstorm about each ticket and at least one of them will make the necessary bug fix and resolve the ticket. Sakai programmers may also need to move tickets from our UCD Jira instance to the Sakai Foundation's Jira instance. Sakai programmers are not expected to look for problem tickets in Remedy at this time. This may change in the future.
...
At a later date, Binhtri may write a Web Services application that will move ticket Sakai problem tickets from Remedy to Jira and back, with the functionality to update the ticket status in Remedy or Jira.