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    • Zendesk - Jira Support Ticket Workflow

    Owned by Jag Goraya
    Last updated: Sept 12, 2024
    2 min read

    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

      • other contextually relevant details

      • 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

    Field

    Notes

    Summary

    • should reflect Zendesk ticket name

    • prefix with customer ticket reference (eg, RT)

    • drop any prefix to OpenRS

    External issue

    Full link to Zendesk ticket (including https://)

    Labels

    • dcb_support for all support requests

    • dcb_triage if additional investigation is required

    Components

    • dcb_config_mobius if agency or library configuration or mapping changes need to be made

    Target version

    Next scheduled unreleased version

    Due date

    For mapping or configuration changes: 24 hours

    Description

    • Quote original request details as submitted to Zendesk

    • Outline scope of changes or action to be taken

    • Include supporting attachments

    •  

     

    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

    Operated as a Community Resource by the Open Library Foundation