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Creating a Content issue in Jira Service Desk

Creating an issue for Banno Content in Jira Service Desk

When a legitimate issue has been found and reproduced and all information has been gathered (following our Addressing questions + issues guide), the Team Lead of the reporting team will create a Jira Service Desk issue to engage engineers. All of our Content support issues should be routed through this repository, so we have a single place to track current issues.

Jira Service Desk should be searched prior to creating a new issue, to see if there is already an open issue for the exact same problem or if there is a similar issue that has previously been resolved. If the exact problem already exists and there is already an issue submitted that remains open, the additional information that has been gathered should be added in the issue’s description and a comment should be added to the issue. If there are any discrepancies between your issue and the issues that are already in Jira Service Desk, create a new issue and add a link to any similar existing issues. Issues can always be linked together in the future if an engineer believes the new issue to be the same as an existing issue.

Creating the issue

  1. Access the Customer Support board.
  2. Select Create (+) in the left-hand panel. Note: Each issue should cover only one concern.
  3. Project: Customer Support
  4. Type: Customer Issue (Content)
  5. Summary: title the issue using a succinct but specific description of why you are opening the issue. If the issue is relevant to only a single institution, Summary should begin with the institution name. If multiple institutions are affected, indicate multiple (ex: ‘Ovation Bank: Summarize the issue’ -or- ‘Multiple FI: Summarize the issue’). A very generic issue title makes finding the issue later more difficult. Issues can always be renamed, if needed, as we understand more about the issue that is occurring.
  6. Description: copy/paste the following form and complete with details about the issue:
    
*Background*
_What background information is needed to understand the issue?_
_What is being experienced vs. what is expected?_
_Indicate how you have tested to reproduce the issue._
_List steps needed to be taken to reproduce the reported issue._
_Include specifics about this particular issue: direct URLs, screenshots or videos outlining the issue, specific error messages, console errors, etc._

*Web Developer Input*
_Detail web development’s findings when testing the issue._

*Checklist*
I confirm that I:
-Created a meaningful and concise title
-Addressed one, singular concern
-Provided specific details about the issue and steps to take to reproduce
  7. Attachment: attach any files, such as screenshots or videos, that can help the engineering teams understand the issue being experienced.
  8. Product: indicate the product where the issue is occurring. Note: more than one product can be selected.
  • CMS
  • Form Builder
  • History
  • Marketing
  • Mobile
  • Monitor
  • Online
  • People
  • Reports
  • Settings (Users/Groups/Logins)
  • Support
  1. Institution ID: indicate the institution ID for each institution the issue has been reproduced in. If you have tested and reproduced in multiple institutions, include all institutions tested in the order they have been named in the prior field.
  2. Affected Environment: indicate the environment the issue is occurring in and has been tested and reproduced in.
  • UAT
  • Production
  1. Browser Version & Operating System: indicate browser version and operating system where the issue is occurring.
  2. jSource Case #: include the jSource case number, for reference.
  3. Severity: indicate the severity of the issue. By default, the field should be set to Medium. If necessary, adjust the severity to help engineers gauge priority.
  • Urgent: production completely stopped, no workaround available, vital to the functioning of the customer
  • High: production impaired, very time sensitive
  • Medium: production slightly impaired, not severely time sensitive
  • Low: general need
  1. Labels: if necessary, a label can be used to provide a bit more context around the issue, whether it’s about the importance of the issue or about the temperament of the customer who is reporting the issue. The following labels are currently available for use but should be used as conservatively as possible.
  • Customer Mad: An indicator to signify that the institution is extremely unhappy about the current situation and that we need to have heightened communication with the institution.
  • Live Blocking: This indicates an issue that is blocking an institution from going live on our service, therefore this issue is blocking revenue.

  1. Linked Issues | Related FI: if applicable, indicate the institution(s) the issue is affecting. Under Linked Issues, select Related FI, then search for and select each relevant institution found in the Customer FIs project. If there are multiple requesters, include all institutions who are experiencing the issue. Note: Institutions are synced regularly from the implementation status sheets and can be searched by institution name or Company ID.

    Institution Name: if you are unable to find the appropriate institution from the Customer FIs project, indicate the name of the institution(s) affected by the issue in the Institution Name field. If there are multiple requesters, include all institutions who have requested the feature, separated by comma. If this seems to affect all institutions, please indicate.

  2. Linked Issues: select relates to, then search for and select each relevant issue or enter the issue key directly to provide context and background information for the engineering teams, if applicable.

  3. Click Create.

This opens the issue in the Customer Support project in Jira Service Desk and creates a link that can be used to track progress and as a reference point for discussions with engineering teams. Review our guide to Managing issues through Jira Service Desk for details on the issue management process that follows creation of the issue.

Tips on linking issues: when creating an issue, the linked issue field searches only your recent history or allows you to enter the issue key directly. If you are having trouble finding the issue you are wanting to link, skip this step and create the ticket. Once created, you can link issues directly from the open ticket, and this will search all open Jira tickets, rather than only your recent history. Direction for linking issues can be found in the Using Jira Service Desk guide.