Submitting tickets to KL&A
STOP! There are only a few individuals in DWEHD that have the ability to submit tickets into KL&A’s system. If you are not one of those, please submit your bug or problem to the MiEHDWIS Help Desk.
Who can submit tickets?
Jessica Melchert, Amy Sutton, Danielle Scripter, Brittany Earles all have permissions to submit tickets in the portal.
For the most part, Jessica Melchert will be entering in all tickets in KL&A's portal. Danielle Scripter will be her back-up.
Processes for each type of ticket
Type of ticket | Process | Who should be entering into portal? |
|---|---|---|
Bug | Ticket created in MiEHDWIS Help Desk → Triaged as much as possible by Help Desk staff → Assigned to Jessica Melchert for additional triage and entry into the portal. | Jessica Melchert |
Enhancement | Ticket created in MiEHDWIS Help Desk → Assigned to Jessica Melchert for entry into the portal. | Jessica Melchert |
Environment refresh | Request for a specific environment to be refreshed in DASU teams channel → Jessica Melchert enter into portal. | Jessica Melchert |
Operations | Request for specific operations need in DASU teams channel → Jessica Melchert enter into portal. | Jessica Melchert |
Where to submit?
Find an area called KL&A Maintenance & Operations.
Select MiEHDWIS Support.
You will be navigated to a new submission form. This form is for all types of needs (bugs, operations, question, estimation). Instructions and a template have been included to copy and paste and fill out like usual.
Submit the ticket.
What happens after a ticket is entered?
After a ticket is entered into KL&A’s portal, KL&A will triage and determine if it is a bug, enhancement, duplicate, etc. as has been the process. If it is determined a bug, a cloned ticket of that request will be created in the WATER DEVELOPMENT Jira. From there, it will continue on the same process as it has been throughout the project.
SLAs
Priority order types of tickets
Bugs
Operations tickets (data refreshes of environments, data changes in production, etc.)
Questions regarding program functionality
Estimations
Priority of severity
Blocker
Critical
Major
Minor
Trivial
Priority definitions
Priority | Shorthand | Examples |
|---|---|---|
Blocker | Showstopper | System is down or system is running in such a degraded manner that the system is unusable. |
Critical | Not working and without a workaround | A part of the application isn’t functioning or a whole program area is broken which is preventing usage of the application. This could also be something is functioning erratically that could cause risk to other areas of the application. |
Major | Not working and workaround is difficult | Some specific functionality of a program area or part of the application is broken. |
Minor | Not working and workaround is acceptable | Narrow functionality is not working, but with acceptable turnaround. |
Trivial | Cosmetic | Cosmetic/questions/estimates |
KL&A SLA table
Type of issue | Priority | Response time | Resolution time (meaning ready for testing) |
|---|---|---|---|
Bug/Operations | Blocker/Critical | 24 hours | 2 business days |
Bug/Operations | Major | 2 business days | 10 business days |
Bug/Operations | Minor/Trivial | When Blocker through Major are all solved | N/A |
Questions | Blocker/Critical/Major | 2-4 business days | 10 business days |
Questions | Minor/Trivial |
|
|
Estimations | Any but will work in priority order | 5 business days | Depending on complexity, 1-2 weeks |
Tracking and sharing tickets in KL&As portal
While in KL&A’s portal, click on your profile picture and then click Requests. You will see a list of all open requests that you have entered or have been shared with you.
By default, all tickets are automatically shared with Ronda, Jessica, Amy, Ann, Brittany and Danielle. (It may take a minute for the script to run for auto share.) We are only able to share tickets with EGLE users who have access. Only KL&A are able to share with KL&A users.
You can utilize the @ function in the comments for any person whom the ticket has been shared with.