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Support Process
Sean McIlvenna edited this page Jan 24, 2019
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Trifolia uses an open-source license of Atlassian's JIRA. The JIRA instance has two projects in it for Trifolia:
| Project | Type | Description |
|---|---|---|
| Trifolia | Software | Used as the backlog for triage'd work |
| Trifolia Support | Service Desk | Used to capture feedback from users |
When support requests are entered in to JIRA Service Desk, they are triage'd by Trifolia team members. Questions are answered directly in JIRA Service Desk. When a request results in work that needs to be done within the application, the JIRA Service Desk ticket is cloned in the JIRA Software project and a link is made between the tickets. Work is performed on the JIRA Software tickets. When the work is complete and the change is deployed to the production environment, the JIRA Service Desk ticket is closed with an appropriate comment.