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How-to Guide for JIRA tickets - DCE

Where should I open a ticket?

It’s important that you open your JIRA ticket under the correct project to ensure your ticket makes it to the proper channels for prioritization.

Only tickets under the SA1 project will be prioritized by the DCE development team.
If you open a ticket under SA2 or EDS, and need it to be prioritized with DCE, please contact the appropriate Product Owner to review.
- If the Product Owner agrees, the ticket will be moved to the SA1 project for prioritization

What type of ticket should I open?

It’s important that you choose the correct ticket type, to ensure your ticket makes it to the proper channels for prioritization.

Only one of the following ticket types should be chosen by business users for a ticket to be prioritized by the DCE development team. Other ticket types will not show up in the Support Backlog Report.

Defects

Tasks

An issue found in any environment where:
- A feature or design element does not meet requirements
- A user’s journey may be negatively impacted or broken
- An internal user’s work is negatively impacted
- Or all the above

A task may be one of the following:
- A request to the Operations team i.e.: redirect requests, onboarding etc.
- A request for new development i.e.: a new feature or a change to an existing feature

Your product owner may change the ticket type after review if it better fits a different type.

What fields are required?

For tickets to be prioritized, the following fields MUST be filled out by the user who creates the ticket:

Fields in BOLD format are used to calculate the score used for prioritization

Defects

Tasks

Summary
Steps to Recreate
Which environment are you experiencing the issue in?
(Select ONE answer only)
Who is impacted?
(Select ONE answer only)
Can you get work done?
(Select ONE answer only)
What is the nature of the issue?
(Select ONE answer only)

Summary
Acceptance Criteria (what do you require to consider the request complete)
Time criticality (Support)
Select 1-10, with 10 being the most time critical and 1 being the least
Business value (Support)
Select 1-10, with 10 being the highest value to the business, and 1 being the least value to the business

Note: additional fields are required, to be filled out by the Product Owner only. These are: Category, Platform, PI Classification, and Job Size (Support).

How will my ticket be prioritized?

Once your ticket has been entered under the SA1 project, with the Defect or Task ticket type, and all required fields are filled out, it will be eligible for prioritization in the next Iteration with the DCE development team.

Tickets are automatically scored and ranked on the Support Backlog Report
DCE Product Owners review the Support Backlog Report to find the prioritized list of tickets based on the category for their corresponding team (HCL, CatMan, CoreMedia, QA, Engineering Support, or DI)
On the last Tuesday of each Iteration, a prioritization review meeting is held with DCE Product Owners and Business Platform stakeholders to confirm the prioritized list
Once agreed upon, DCE Product Owners review the list with the development team during Iteration Planning
Final prioritized tickets are added to the upcoming sprint

FAQ #1: Why is my ticket not appearing on the Support Backlog Report?

Double check that it is in the SA1 Project
Double check that it is either a Defect or Task ticket type
Double check that all required fields are filled out (see "What fields are required?" above)
Double check that the ticket is not already assigned to a sprint
Double check that the ticket is not already In Progress

FAQ #2: How can I ensure an important ticket is prioritized in the next sprint?

Check the Support Backlog Report to see the score: if the score seems too low, adjust the fields in slide 4 accordingly.
If the score still seems too low OR there is a special request which affects priority – please flag with your Product Owner and it will be discussed in the prioritization review meeting

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