Jira ticket creation should occur when an issue is flagged or brought to light that requires immediate attention. Issues that impede account or system access, as well as app features that appear “broken” or are not functioning as they should, need to be forwarded to the development or production team in terms of the Protected by Pfizer app functionality, features, etc.

JIRA Ticket Creation Process

Once we have gone through 1st and 2nd contact with the Member and their experienced issue seems to persist, it’s at this point should we begin the process of creating a ticket for the SHS Dev & Production team to work on a proposed fix for the Member’s issue.

To create a Jira ticket from within Zendesk, follow the steps below.

1. In the Agent App Center, on the right-side panel in Zendesk, click on the Apps icon, select the JIRA app, and click the Create Issue button.

   

2. The JIRA app will open. The Project should always be the SAFE Platform (SAF) option and the Issue Type should always be Bug.
   These sections may or may not be pre-populated when you open the window. Please double-check the Project and Issue Type before you proceed.

3. For the Reporter, type Joe Mackey and click the checkbox that says Add reporter as a watcher.

4. Under Assignee, leave this area blank and move on to the next section.

5. Fill in the Summary section with details the Member provided about the issue/bug.

6. In the Description section, type the details the Member cited about the issue they’re experiencing, as well as the information we requested from them in our initial communication. All of these details will be needed to help the SHS Dev and Product teams in their mission to fix the problem!

7. If the Member provided photos/screenshots of the issue they’ve experienced on the Zendesk Ticket, they will appear under the Attachments section. You can click on the images to add them to the JIRA ticket.

8. Finally, when you’ve added all of the required information, click the Create Issue button and your Jira ticket will be created.

Once that part of the process is complete, the SHS Dev & Prod. team will be alerted immediately of the Jira ticket creation and your created Jira ticket within Zendesk.

Next, alert the SHS Customer Success team via Slack of the Jira ticket creation in the channel marked safe_health-client_gen. Be sure to include the Zendesk Ticket Number.

Once that is complete, you may return to Zendesk, use the macro PbP:: Issue Escalated, and then set the ticket status to “On-Hold”.

JIRA Ticket Resolution Process

The SHS Customer Success team will be responsible for tracking the journey & resolution of the Jira ticket from here.

When a resolution or fix is provided by the escalation team, the SHS Customer Success team will leave a private note within the Zendesk ticket along with the resolution and/or the tasks the Member must carry out for the fix.

Afterward, when an escalated ticket that was placed “On-Hold” is ready to be acted on again by Support, SHS Customer Success will change the ticket status back to “Open” and communicate via Slack in the channel marked safe_health-client_gen

Whichever agent is available and/or acknowledges the Escalation Resolution via Slack will be responsible for providing the resolution to the Member via Zendesk.

Back in Zendesk, that agent should:

1. Apply the macro PbP::Escalated Issue Resolved.

2. Copy the private comment with the proposed resolution left by the SHS Customer Success team and paste it into the space of the email that says [INSERT PROPOSED FIX FROM DEV & PROD TEAM HERE].

3. Proofread and double-check the response, and make edits as needed.

4. Then, mark the ticket as Solved.

JIRA Ticket Resolution Follow-Up Scenarios

If after this final communication, the Member realizes this resolution didn’t work for them, they have 4 Days to respond to us before the ticket closes entirely.

If they don’t respond, then great, we assume the issue was resolved.

If they respond within the 4 Days prior to ticket closure and say their issue wasn’t resolved:

1. Get the Member on the phone and make sure they followed the instructions thoroughly.

   1. We should attempt to retrieve the Member’s phone number from their account within the Tenant Admin Console (assuming they have one on file).

2. If we find out they’ve followed the instructions and the issue is still unresolved, let them know we’re going to do some more digging and we will call them back. DO NOT CREATE A NEW JIRA TICKET!

   1. Reach back out to SHS Customer Success via Slack in the safe_health-client_gen channel referencing the ticket # and that the Member is still experiencing the issue. SHS Customer Success will then re-escalate the issue.

   2. At this point, you can assign the ticket to Customer Success in Zendesk and set the ticket status back to “On-Hold”. The Customer Success Team will handle things from there.

If the Member responds after 4 Days, and the ticket is closed, the original ticket won’t re-open. Zendesk will create a new Follow-Up ticket connected to the old ticket.

In this situation, we have to consider 2 things before we know how to proceed.

1. Is the Member saying their original issue remains unresolved since receiving the resolution; or

2. Is this an entirely different situation or scenario the Member is now referencing?

If the Member is responding saying their original issue remains unresolved since receiving the resolution, we would follow the same steps we would have if they had responded back within the 4-day period.

However, if the Member is now referencing a new issue or posing a question about anything other than the original issue we resolved, they will need to be redirected back to the Protected by Pfizer mobile app to create a new support request.

In Zendesk, we can accomplish this by responding to the Member with the macro labeled PbP::Forward::(Mbr) Create New Request and then solving the ticket.