Zendesk - Jira Support Ticket Workflow
All OpenRS DCB customer support tickets should be submitted via K-Int Zendesk.
Support requests should not be raised directly by end users or customers. However, any support references from these “original reporters” should be communicated in support tickets raised in Zendesk.
Support requests that are not received through Zendesk will be closed without action.
EBSCO: Before submitting a ticket
If the support request is already covered by an existing unresolved support or triage Jira issue:
add a comment to the existing ticket with any additional details provided by the original reporter
refer the original reporter back to the existing in-flight issue
do not raise a new support ticket
If the support request is already covered by an existing Zendesk support ticket that hasn’t been Solved
add a comment to the existing ticket with any additional details provided by the original reporter
do not raise a new support ticket
If the support request is not covered by an existing in-flight Zendesk or Jira ticket, submit a new Zendesk ticket, including
original reporter ticket reference (eg, MCO RT number)
Prefix ticket summary with this reference (eg, “RT 123456 Update Library of Congress shelving locations”)
State NONE in the ticket if the request is not from an end user or customer
support internal reference (eg, EBSCO Connect SI number) in description
complete and unabridged original request details in description
If reporting an error include
full error details, including related application logs
steps to reproduce any errors
expected behaviour
actual behaviour
link to consortial borrowing request in DCB Admin
If reporting a mapping or configuration change include a list of currently active requests that include any locations, patron types or item types that are being changed
K-Int: When a Zendesk ticket is received
If the support request is covered by an existing ticket, return as Solved the ticket to the reporter with a comment indicating the existing ticket that covers the request
If a Zendesk support request requires development (including technical investigation, repository commits or product input),
create a Jira ticket with the details below
add a reference to the Jira issue to the Zendesk ticket
Field | Notes |
---|---|
Summary |
|
External issue | Full link to Zendesk ticket (including https://) |
Labels |
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Components |
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Target version | |
Due date | For mapping or configuration changes: 24 hours |
Description |
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K-Int: When a ticket is prepared for FSE
Add a comment with any additional
instructions to support execution of any scripts or SQL statement provided
confirmations to add to the ticket when action has been taken
details of who to pass to QA (if not the Product Owner)
Update the Due date and Target version if necessary
Assign the ticket to ‘FSE DCB Support’ (FSEDCBSupport@ebsco.com) Sobha Duvvuri
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