Start in the ticket, then go to Jira in the lower-right to make sure the two tickets are connected.
Fields available:
Project: Always “Shelter Buddy (SB)”
Issue Type - Options:
Bug - An expected function of the software isn’t performing as it should, and it’s clearly something that both we and the customer expected to provide for them as part of our service.
New Feature - Feature request for functionality that does not yet exist but would benefit the customer. Please note, for 99% of these, they should follow the Known Non-Solutions procedure and not interfere with the devs regular activity (aka, try not to use this)
Task - This is an expected function of the software that can only be done by internal Pet Loyalty staff. (example: Kennel card customizations)
Improvement - Request for improved functionality based on existing features that would benefit the customer. Please note, for 99% of these, they should follow the Known Non-Solutions procedure and not interfere with the devs regular activity (aka, try not to use this)
Summary (This is a Title): “[Shelter Name] - [Summary, <8 words]”
Description - detailed description. Include items like URL to the page where the problem is going wrong, steps to reproduce the problem.
Reporter - who is submitting the ticket. Put your name here unless submitting on behalf of another PL employee. Be advised that if a non-CS rep is the reporter, then dev may not recognize the request as having come from CS.
Attachments (file upload) - Screenshots or other data where necessary.
Sync Notes and Comments - Yes. This helps devs get context about the ticket.
Next, click on Jira Ticket attached to the ticket to complete the submission
Priority: MAIN detail. Jira priorities are different from Hubspot.
High Priority in Hubspot = Critical in Jira. This means that the issue is causing the shelter to be unable to operate.
Medium Hubspot Priority = Must Have in Jira. This means that the issue is preventing key ShelterBuddy functionality, like loss of a feature or a bug.
Low Hubspot Priority = Normal or Nice to Have in Jira. Normal is slightly higher, so use your judgment and pick which you prefer.
Labels: This will expand as we use this system more. For now, there’s only one label we use
Support Priority - Use this only for Critical or Must Have tickets.
data-migration - Use this for onboarding shelter data migration requests.
Due Dates (new functionality to be switched on by a certain date) - Only use this if there’s a defined, hard line deadline from the customer. Should probably be limited to “Must Have” tickets and customers with a set onboarding deadline.