Why a JIRA Ticket is Utilized
A ticket is created to engage the appropriate engineering teams and to track current issues from start to finish. This ensures the problem is documented, prioritized correctly, and updated as progress is made.
JIRA Template Highlights
Summary
- Which platform is affected
- Online banking, mobile app, or both.
- How many financial institutions are impacted
- One FI or multiple FIs
- Which features or functions are affected
- For example: login, transfers, RDC, bill pay, cards, alerts, transactions, etc.
Description
- What background information is needed to understand the issue?
- What is being experienced vs. what is expected?
- What is the specific error message?
- Can the issue be reproduced reliably?
- List steps needed to be taken to reproduce the reported issue.
- Indicate the time/duration that the error occurred the first time.
- Indicate the time of the last attempt, if multiple attempts have occurred over an extended interval.
- Provide logs from the user’s device.
Severity
- The severity field should default to Medium. Adjust it only if needed to help engineers understand the urgency and impact.
https://docs.banno.com/operations-apps/service-desk-issues/
Multi FI JIRA Procedure
- When a JIRA ticket is upgraded to Multi FI, post the ticket in the Slack Retail Channel.
- A Senior Representative will then create a parent case and share that parent case number both on the ticket and in the Slack thread.
- From that point forward, only relate future cases to the parent case.
- Please ensure that cases are only related when the issue has been confirmed to be the same.
- There’s no need to add child case numbers or additional notes to the ticket once the parent case is established.
- Senior Representatives will coordinate with engineering if more information is needed and will keep the parent case updated so clients stay informed.
Senior Representatives Responsibilities
- Once a ticket has been deemed Multi-FI place the Parent Case number in the jSource Case # field within the Jira.
- Continue to review the Parent Case to obtain a count and place the count within the same section.
- Please update the parent case with any information provided by the engineers or communicate that the ticket is actively being worked so the institution remains informed of its status.
- Continue to update the parent case and the Jira ticket until the issue is fully resolved.
- Once resolved, update the parent case with the final resolution, select the option to apply the update to all child cases, and then close the parent case, which will automatically close the associated child cases.