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  1. Only Support Team has permissions to create a support request Jira ticket.

  2. All fields must be filled out in Jira according to this guide, no exceptions!

Minimum Requirements for Jira issue: A Jira issue cannot be started without the all of the information below.

Support requests must include

  1. 4 W’s =

    1. What are all the details of the issue?

    2. Where is this issue happening?

    3. When did the issue start/happen?

    4. Why is this an issue/how is it suppose to work/expectations?

  2. Validation - Has this request been tested, replicated, and validated by a support team member? = Yes or No?

  3. Replication - What were the exact steps that were replicated to produce the issue? = Include an ordered list of steps for how the issue was replicated to produce the issue or how testing was done.

  4. Which Dealers - Has this request been confirmed if it is happening for just this dealer or multiple dealers? =

    1. If the issue for just one dealer, include dealer account name

    2. If the issue happens for up to 3 dealers, create a separate issue for each of the 3 dealers

    3. If the issue happens for more than 3 dealers, create an issue include the InteractRV account name and add in the details for which dealers its happening to.

  5. Screenshots = Full screen shots, then use a highlighter tool to highlight specific issues within the screen shot. Do not just take a screenshot of the issue itself.

Jira Issue Steps

  1. First open the Jira Board - https://arinet.atlassian.net/jira/software/c/projects/ID/boards/609

  2. Make sure you see the IRV Development project on the left side, and then Click the “Create” link in the header.

image-20240418-191500.png

Jira Issue Fields - *all required to be filled out*

  1. Project = IRV Development (Must always be selected)

  2. Issue Type = Support Task (Must always be selected)

  3. Description

    1. 4 W’s =

      1. What are all the details of the issue?

      2. Where is this issue happening?

      3. When did the issue start/happen?

      4. Why is this an issue/how is it suppose to work/expectations?

    2. Validation - Has this request been tested, replicated, and validated by a support team member? = Yes or No?

    3. Replication - What were the exact steps that were replicated to produce the issue? = Include an ordered list of steps for how the issue was replicated to produce the issue or how testing was done.

  4. Attachment

    1. Screenshots = Full screen shots, then use a highlighter tool to highlight specific issues within the screen shot. Do not just take a screenshot of the issue itself.

  5. Start Date = the day you created the issue

  6. Due Date = 48 hours from the day you created the issue

  7. Reporter = Who is submitting the issue

  8. Product Owner = TJ Van Wert

  9. Customer =

    1. If the issue for just one dealer, include dealer account name

    2. If the issue happens for up to 3 dealers, create a separate issue for each of the 3 dealers

    3. If the issue happens for more than 3 dealers, create an issue include the InteractRV account name and add in the description for which dealers its happening to.

  10. Investment Type =

    1. Support (This should be the default for any support requests to product/dev)

    2. Customer Onboarding (This is for NEW SITE REDIRECTS ONLY)

  11. Goal = Churn Reduction (This should never be anything else)

  12. Site URL = either the dealers website, specific page on their website, or an iCC page, we need the full URL. You will need to include https://www. with the domain name in this field (JIRA requirement). If it is a dev site, then please put the site into the description so dev team knows which domain whether its a feed issue or anything else so they know exactly which account they will be looking into.

Escalation Path

All Issues that are created by the Support Team in Jira automatically get assigned to the backlog. One additional step need to be followed to make the dev team aware of the issue created and have them take action on the issue.

Issues That Can Be Directly Escalated To Dev

Only the following items below can be directly escalated to a developer. All other requests need to follow the path where product will escalated the issue to the development team after it has been fully vetted.

  1. FTP Setup Requests

  2. Redirects (if direction within the Jira issue are clear via spreadsheet or listing out the redirecting from and to.)

  3. Reset SSL for SSL Errors

  4. MFA resets that support team cannot reset via the link in iCC.

  5. General RV only auto tagging for sale units by a specific date.

Steps For Escalation

  1. Drag and drop the issue from the Backlog to the To Do section.

    1. image-20240520-191924.png

  2. Dev team will be using the To Do area as the queue for their team that as tasks come in they will assign it to themselves to complete the work.

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