The Problem issue type was introduced as part of VIP-119 in December 2021.


To further analyze a past Incident or prevent potential future Incidents. Warnings via our Alerting Systems or security alerts. Research helping to solve problems.


jira problem issue type


State Meaning Notes


Needs to be triaged by 1st Ops.


Clarifying details with customer (can be VSHN).

Check with engineer if anything is missing.


Prioritization <→ Service Manager.


Going to be worked on next.

In Progress

Currently being worked on.

Waiting for Customer

We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.

Internal Review

The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing.

Do not change the assignee, but mention the one you’re waiting for


Finished. Nothing can be done anymore on this issue.

The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket. If it’s a bigger issue, create an epic.


Transition Requirement

Waiting for Customer → Done

Customer closes the ticket or confirms it can be closed.

Internal Review → Done

Write the resolution of the ticket in the comment.

Done → In Progress

Write a comment that clearly says why this issue should be re-opened.