Task Management and Planning

As of December 2021, we have moved to a new set of issue types. There is an internal education about these issue types if anything in this documentation is unclear. There is also a chat channel #VIP-119, please feel free to ask any question you like there.

Issue Types for Task Management

  • These are new issue types, developed to help differentiate different tasks within Jira.

Issue Type Usage Roles

jira request

A request from a customer - these are tickets created from the customer portal. Will be triaged by the ticket Triage Process.

Reporter: Customer
Assignee: None

jira change

The customer wants to change an IT infrastructure or IT service in a way that was not defined in the original setup. We accepted a Change Request. We need to change the infrastructure or service of the customer to roll out a new version (3rd party or VSHN product), fix issues proactively that affect multiple customers, etc.

Reporter: Customer / VSHN
Assignee: VSHNeer

jira incident

An unplanned interruption or reduction in quality of a VSHN IT service.

Reporter: Customer / VSHN
Assignee: VSHNeer

jira incident prevention

A planned piece of work designed to prevent a specific incident in the future.

Reporter: VSHN
Assignee: VSHNeer

jira information request

General Support (questions, request for information) regarding a VSHN service, design, etc.

Reporter: Customer
Assignee: VSHNeer

jira problem

To further analyze a past Incident or prevent potential future Incidents.

Reporter: VSHN
Assignee: VSHNeer

jira service request

Customer requests setup of a standard service (for example, a new DB instance)

Reporter: VSHN
Assignee: VSHNeer

Issue Blocking Rules

Different issue types can only block other specific issue types. The following diagram shows who can block whom:

diagram-blocking
To view the current active workflow, click on "(View Workflow)" next to the "Status" field