L2 Process for JIRA Operations

A. JIRA issue creation

B. Issue Assignment
C. Linking to INTs and CRs
D. Work Log updates and Timesheets Review
E. Dashboards and reporting
F. Best Practices
Issue Creation

A. To raise a new issue, simply click on the Create button, as shown below.

B. Next, on the Create Issue form, double-check to ensure that the Project selected is Enhancement Requests. The issue
type can be Story (for the enhancement related changes), Bug( For the defects in the released feature), Task (for data
cleaning, Configuration related, UAT, Demo etc.), New Feature (for new feature requests) it may later be changed by the
PDM Team members to a more relevant type, based on their understanding of the reported concern.
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C. The following fields are mandatory to be filled out on the form, so as to ensure no relevant information is skipped and
the Escalations Team has all the info available to them to troubleshoot the issue.
1) Project – Enhancement Request
2) Issue Type – Story/ Task/ Bug/ New feature.
3) Summary – A brief description or summary of the concern.
4) Component – Relevant Module related to the reported items. Currently, it is not defined, coming soon.
5) Description – A detailed description of the issue along with relevant screenshots and queries.
6) Priority – A suitable priority status for the issue being reported. PDM Team members, if deemed incorrect may
override this.
7) Attachment: if there is any significance document like customer SOW or email communication etc. should be
added here
8) Linked issues: defines how links items are associated with this ER like (relates to, blocks, clones duplicates etc.)
9) Issue -- Enter any related ER and CRs if need to link.
10) Assignee – Leave empty(it will automatically assign to module lead based on component selected)
11) Epic link-it is used to link with Epic. It will show all Epics created in JIRA across by projects
12) Customer – It is an obsolete field do not use this to define customer. Use Field shared at 21 for the same
13) Due Date: Please specify Due Date when it is expected to come in ‘Closed-In Development’
14) Billing Option: Non Billable/Billable to Customer/Internally Generated. It is used to track the ERs for bill tracking.
15) Hours quoted / Amount: if ER is billable, this defines the effort or cost amount.
16) Next Steps: This field defines what next steps to be taken.
17) Go Live Date: it defines expected Go Live Date
18) PDM: this is used to define a PDM who is working on this
19) CSM: if CSM is managing the customer for which this request has been generated. This field will contain the CSM
name.
20) PM: If PM is managing the customer for which this request has been generated. This field will contain the PM
name.
21) Customer: This is used to define a customer for which the current request has been generated.

D. Based on Priority and availability, the ERs will be taken up by PDM Team members and the
resolutions/comments/Designs shall be provided with in the JIRA item.
E. If a CR is generated against a reported ER, it will be linked to the original ER, for easier tracking.
F. All Comments for prioritizing an ER should be added to the ERs until the time it has not been picked by development.
G. If you have a separate EPIC for your Customer, feel free to link your Epic on the ER you have raised.
H. Make sure all relevant attachments have been posted on the ER issue.

Issue Assignment

Once a new issue is created under ER board, It is assigned on the basis of priority assigned to the ER. There are six level of
priorties defined in ER and they are:

 Showstopper
 Urgent
 Highest
 High
 Medium
 Low
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Linking INT and CR

We have already mentioned a screenshot above to show the way to link INT or CR to the related ER. Please check it below

When we click on the plus button, a new window appears where we need to enter the INT or CR in the Issue field to link ER
check the below screenshot:
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Work Log updates and Timesheets Review

Once the issue is assigned, we need to update the status to ‘Developing Requirement’ and start working on it. Later, we click on
Log Work button under More dropdown to enter time spent to understand and design the solution for this ER.
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Now, there is another screen to check the work log added by the agents for the day or weak or for a month, check the below
screenshot:

1) Projects: Select Enhancement Request

2) Date by Number weeks: select Range or numbe weeks
3) Display by hous: select hours
4) Activate Generate charts
5) Activate Remove inactive users

Click on Generate Timesheet to generate charts.

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Dashboards and reporting

Dashboard: A JIRA functionality which helps us to monitor the ER board and help us to provide a quick and appropriate solution
for the enhancement request raised. Currently, we are having one dashboards for team which is mentioned below along with
their features:

A. PDMs Dashboard
 Calendar wise listing of ERs pending on Expected Due Dates
 All Items assigned to him who is looking to the Dashboard.
 Top priority ERs are available here.
 Total number of ERs assigned to a PDM to work(with status: New and Developing Requirements) and
their respective priorties are also availabel here.
 Total number of ERs assigned to a PDM to verify in UAT or get closure (with status: Closed- In
Development) and their respective priorties are also availabel here.
 Total number of CRs assigned to a PDM to verify in track in Development or assist with query or design
during development as well as assist with UAT on them (with ER status: Closed- In Development) and
their respective Status are also availabel here.
 A Pie chart to represent the total ERs percentage in different status.
 A Pie chart to represent the total ERs to work (with status: New and Developing Requirements) by PDMs.

Reporting: Reporting is a manual and the last process to know the overall performance of the PDM team based on below
pointers:

Criterias are still needed stakeholders confirmation.

 ERs handled per PDM in 30 days span

 Created V/s Resolution chart should be green for Component owners
 Time Taken to handle ERs
 Estimated time v/s Work log
 Priorties of ERs
 Module wise ERs