Philosophy
If you create an issue, you are responsible for it. Many people will work on an issue during its lifecycle, but you are the person who makes sure that someone is working on it, that clients are informed about its progress, and that the issue is ultimately resolved.
Workflow
- An email arrives at web@ucmerced.edu (this may come from a user or from a webform).
- Create a Jira (or Jiras) for the issue and assign it to the appropriate person. Include the name and email of the user in the body of the ticket.
- If the issue requires a software change, choose an appropriate Release under "Affected Version" (you can leave this blank if you're not sure).
- (Optional) Make yourself a Watcher for the Jira.
- Reply to the request and let the client know that we are working on the issue. Let them know that you will follow up once it's been fixed/handled/whatever.
- Move the request email to the "Completed" folder for web@ucmerced.edu.
- If a Jira is assigned to you and you need someone else to work on it, assign it to them (if you will need to do additional work afterwards, ask them to assign it back to you when they're done.
- If the issue could have been resolved by better user training, update the user documentation so that we can point people to it in the future.
- The team member who completes the task will mark the Jira "Resolved". Verify that everything works as expected, inform the client that the work is completed, and Close the ticket.
