Skip to content
English
Sign in
Contact us
  • There are no suggestions because the search field is empty.

Creating JIRA Tickets

How to create tickets in JIRA 

  • JIRA is a tool used by our dev and tech team to track work or issues done on the site
  • Any issue related to an error or service failure linked to a site issue should be logged or submitted within JIRA
    • If in doubt, slack #product-updates with a concise summary of the issue and ask if ticket needs to be created
      • In some cases a ticket already exists, when this happens locate the ticket and add details about the instance you discovered to enhance the existing ticket
  • A number of different teams work out of JIRA
  • After hitting "Create" from the top of the screen make sure you select the proper team and type of ticket
    • Purchasing Platform Development (PPD)
      • This is the main avenue for dev based work and should be used for the following issues 
      • Regardless of the type of issue tickets should include a full description and details
        •  Include all details in the description including the user who brought it up along with any steps taken to recreate the bug
        • Fill in details field as well
          • Background - brief summary of the issue
          • Details Steps - guide to recreating the bug
          • Vendors affected - any vendors that could be impacted by the continuing existence of the bug
          • Customers affected - scope of the bug, is this just one customer or does the bug touch on all customers or specific set based on their account configuration
          • Role restrictions - set as n/a
      • Bugs
        • When there is problem impairing functionality limited to a single user or small group
        • Example Ticket
      • Incidents 
        • Incidents are sever disruptions of services outages affecting a large group of users or customers
        • Incidents levels are as follows
          • Severity 0 - This is the highest level of severity, indicating a complete outage or unavailability of a critical system or feature affecting all users. Immediate attention is required.
          • Severity 1 - This severity level indicates a major problem affecting a large number of users or causing significant disruption. The issue may not be system-wide but is causing a significant impact on operations.
          • Severity 2 - This level is for moderate issues that impair functionality but do not cause a major disruption to operations. These issues affect a smaller number of users, are limited in scope, or have a specific deadline for escalation (such as membership billing).
        • Confirm in #product-updates if the error rises to level of incident before submitting
        • Example Ticket
      • Tasks
        • Not necessarily related to errors, but are requests for information or an adjustment within the site or database that agents do not have the ability to access
        • Example Ticket
      • Story
        • A story is another ticket not related to an error per se, rather it's a request to develop or further develop a current or new feature
        • Example Ticket
    • IT Projects
      • This team handles any sort of requests related to tools or access that does not involve the site in a direct way 
        • Ex. Password resets, software access, new hardware requests, etc.
      • Type should always be set as "Task"
      • Example Ticket
    • DataOps
      • DataOps is able to use core system data along with connectors or data transformation tools (Tableau) to generate specific reports
      • Type should always be set as "Task"
      • Example Ticket