Jira Support Board Process

#+roam_tags: jira process support 15five

Overview

Tracking Tier 2/Technical Support issues in Service Cloud is a subpar

experience. Engineers do not ever see Service Cloud, so notes there are

virtually worthless. Additionally, while we wait for a redeployment of SC with

better metrics, the tool provides very poor tracking of specific issues over

time, which hinders the Technical Support team's opportunities to detect common

issues and coordinate support.

In addition to the above, the steps our support engineers in Tier 1 are

expected to take to demonstrate whether a cusotmer issues is a bug or not is

often more than enough information to populate a Jira ticket, including the

specific reproduction steps, and screenshots or videos of the sad path in

the product.

Proposal

What if Support Engineers, instead of tracking their investigations in Service

Cloud notes, opened Jira tickets directly onto a Support Engineering Jira Board?

The current triage process at 15Five is co-owned by three distinct partners:

Support, Product and Engineering. As often happens with group ownership, there

are frequent bottlenecks in response due to the schedules of the