Trouble Ticket Workflow & Procedure

Owned by James Renfro
Last updated: Oct 02, 2007Version comment

What is a Trouble Ticket?

A Trouble Ticket is a JIRA Ticket http://jira.ucdavis.edu that facilitates a two-way communication between ITExpress Level 2 Support and the SmartSite Developer Group. It has FOUR distinct workflow statuses:

  • Open
  • Sakai Team
  • IT Express
  • Closed

By toggling the status back-and-forth between Sakai Team and IT Express, the users in each of those two camps can indicate that they want the other camp to take a look at an issue. So SmartSite Developers only view tickets that are marked as either OPEN or SAKAI TEAM. They comment on these tickets and then send them back to IT Express for follow up and communication with the end user.

When should a Trouble Ticket be closed?

A Trouble Ticket should be closed when either (a) the problem has been solved, or (b) a decision has been reached regarding how it will be addressed. In both cases, it should be closed once the end user has been notified of the outcome.

Who closes a Trouble Ticket?

ITExpress will close all trouble tickets.

What happens when a new UC Davis bug or story is created as a result of a Trouble Ticket?

The Trouble Ticket should be linked to the bug, then marked back to ITExpress to be closed after a final contact to the end user to let him/her know that this is a longer term effort. Once the bug or story is complete, it would be best if the developer re-opened the linked Trouble Ticket to notify ITExpress that this issue has reached closure.

What happens when a new Sakai Foundation bug or enhancement request is created as a result of a Trouble Ticket?

The URL for the Foundation JIRA should be included as a comment, and the ticket should be sent back to ITExpress for final contact and closing.