JIRA Enhancement Ticket Creation
New Ticket
- Set issue type to Enhancement when creating an AES Ticket
- The “component” chosen should auto assign to the proper PM or a designated POC
- Provide all pertinent details
- SF Case number if any
- Customer account/contact info
- Details about the enhancement request
- Impact on current / future Sales
- Talk to Sales if needed
- Set Priority level
If existing Support ticket
- Convert to Enhancement using the “…”, Move , and setting the new Issue Type to Enhancement
- Follow the “New Ticket” information guidelines from above
Enhancement ticket follow up
- A JIRA Dashboard was created using a filter to identify enhancement tickets and shared with PM
- All tickets are reviewed bi-weekly by a group with reps from support, product management and Engineering
- The tickets are discussed and a decision is made to approve or deny
- If approved then an AESW ticket is created by PM and goes to their backlog and the AES enhancement ticket is closed
- If denied, PM should provide in the AES ticket a statement on the decision to deny.
- Support notifies the customer and the AES ticket is closed
- We would defer to PM if there is push back from customer, Sales, or anyone about the denial decision