Task Management and Planning
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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
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These are new issue types, developed to help differentiate different tasks within Jira.
| Issue Type | Usage | Roles |
|---|---|---|
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A request from a customer - these are tickets created from the customer portal. Will be triaged by the ticket Triage Process. |
Reporter: Customer |
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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 |
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An unplanned interruption or reduction in quality of a VSHN IT service. |
Reporter: Customer / VSHN |
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A planned piece of work designed to prevent a specific incident in the future. |
Reporter: VSHN |
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General Support (questions, request for information) regarding a VSHN service, design, etc. |
Reporter: Customer |
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To further analyze a past Incident or prevent potential future Incidents. |
Reporter: VSHN |
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Customer requests setup of a standard service (for example, a new DB instance) |
Reporter: VSHN |
