Guide Purpose:

• This guide IS designed to:
  • Show Step by step process into creating a DSR ticket
  • Explain what the important fields mean
  • Provide recommendations on how to document on DSR tickets
• This guide IS NOT designed to:
  • Explain how the Dev team works on DSR tickets.

How to Get to The DSR Page in Jira

1. Go to Jira Projects
   1. Here is the link Projects - JIRA (atlassian.net)
2. Select the Development Support Request project
   1. Here is the link to the DSR Board DSR board - Agile Board - JIRA (atlassian.net)
      

How to Create a DSR Ticket

1. Click on the Create button
   

How to Fill Out a DSR Ticket

The DSR board is used to request assistance from the development team for issues with existing information, bug, or support.

Issue Type Field

1. Select the Issue Type
   1. Bug: This is used to submit tickets to fix errors, flaws, and faults in our software product.
   2. IT Help: This is used for general IT assistance that relates to our product.
   3. User Access: This is used to request access to applications or tools we use at 3^rd
      

Summary Field

This is a brief description/title of the issue we are submitting a ticket for.

Description Field

This is where the detailed information of the issue is documented. There is no exact format for how this should be done, but we recommend following the process described below.      

1. User Story: This should contain the basic description of the issue. This is also broken down into 3 parts:
   1. As a: This tells who is submitting the ticket or whom we are fixing the issues for (Please refer to image for example)
   2. I want to: This describes what we should be accomplishing with the issue
   3. So that: This explains what the results of the accomplishment without the issue
2. Problem Statement: This contains the description of the current issue.
   
3. More Information: This is a section that you can use to provide more information to back up the issue.
   1. This could include images or other documents to support the problem at hand (another alternative to this will be to attach the images or files to the “Attach document or file” section of this form)
      
4. Objective: This contains what the result of fixing this issue is. (Alternative section to this is filling out the “acceptance criteria” section of this form)
   

Acceptance Criteria Field

This field is optional but it’s important to describe what the definition of done is in few sentences. This tells us what the expectation is when the development team has completed this ticket.

Priority Field

This is a range of how impactful the issue is for our customers/employees. The priority ranges will be described below.

1. Blocker: This means the issue is impacting all users which affects revenue in some sort for 3^rd Eye and our customers.
   1. For example, if our portal is down and information is not flowing through, or the customer has no access to it.
2. Critical: This means the issue could be affecting one or multiple customers without revenue impact in the instance but if not fixed could result in revenue loss over time.
   1. For example, if a customer is not able to review events that. This in the initial instance is not revenue impacting but if the customer continues to have this issue over time, it will result to loss of revenue.
3. Major: This issue does not impact revenue but functionality which makes it harder for people to perform their daily tasks.
   1. For example, pull critical reports needed or the reports being pulled is not accurate.
4. Medium: This means the issue is one that impacts efficiency of some sort. It’s a functionality we could fix to ease the user experience.
   1. For example, if an event is taking too long to upload. This means the user will spend more time waiting on an event to populate, thereby reducing their productivity.
5. Minor: This is like the medium range but in a lesser form.
   1. For example, if a button to return to a prior page is not functioning as it should. This will become a hassle for the user going back and forth.
6. Trivial: This is a range we typically do not use but it’s for issues do not necessarily impact day to day functionality but could be impactful if fixed.
   

Customer Field

This field is required to identify which customer the DSR ticket impacts. This dropdown gives a list of all customers to select from

• If the person requesting the DSR ticket is a customer, please select the customer’s name from the dropdown list
• If the person requesting the DSR ticket is an employee, please select 3^rd Eye
  

Other Important Fields

1. Attachment: This allows additional documents to be attached to the ticket by uploading images or documents.
2. Linked Issues: This allows for related tickets to be linked to the current ticket being created.
3. Due Date: This is not a required field, but a due date can be selected if need be.
   1. Same day and next day due date should only be selected for blocker and critical priority tickets.
   2. It’s a good rule of thumb to select date a week from the ticket creation date for all other priority tickets.
4. Click create.
   1. Please make sure to go over the required field and make sure all needed information is provided to make this a smooth process.
      

Note: It’s important to save the DSR ticket number this is generated after submitting the ticket. Once the ticket is submitted, it will be changed to a cloud ticket and all updates will be made on the cloud ticket. So, saving the DSR ticket number through the automated email sent once the DSR is created or just saving the number in a place like One-Note will give you access to finding the original ticket to reference the cloud ticket generated.