Issue was deployed in the TEST environment (or PRE-PROD/STAGING environnement if the client has their own environnement for QA). The client needs to transition the issue if it is confirmed to work after testing.
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
>> Reopened
Transitions Screens
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Screen
Description
1
Resolution screen should be updated with the Resolution of the issue
2
Push (deploy) to the next environment
3
Reopen screen allows to reopen a fixed issue to add new comment or if it is not fixed as required.
4
Close screen allows to close the issue.
Flow : Support (SLA) - Maintenance
Flow : Support (SLA) - Maintenance
Context
Support project in JIRA should be used only to report cases according to the SLA (generally related to the PRODUCTION environment). Other cases should be report in analysis/development project.
Diagram
Open Support Case (Create Issue)
Open Support Case (Create Issue)
Steps
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Page
Description
1
Select your support Project
Select the Issue Type
2
Complete required informations
Choose the right Priority
By selecting the Component, the system assigns to the right eVision resource.
Give a complete Description of the case
How To Reproduce (HTR) step by step is really efficient
In the Environment field, add all informations where the issue can be tested, such as :
Production
Account
Application #
Browser and version
Click CREATE > An email will be sent to all subscribers (participants in the issue)
The issue can be Edit after creation.
3
Attach Files or Attach screenshot to show the context of the issue.
Issue Support Statuses
Issue Support Statuses
* All actions sent email to subscribers (participants on an issue).
Statuses
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Status
Transitions (Next steps)
1
The issue is open and ready for the assignee to start work on it.
Issue was deployed in the TEST environment (or PRE-PROD/STAGING environnement if the client has their own environnement for QA). The client needs to transition the issue if it is confirmed to work after testing.