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Effective Issue Resolution Process for Vertical Marketing Ticket Management

This document outlines the structured ticket management process for Vertical Marketing, detailing steps from ticket creation in JIRA to resolution and verification. The requestor and associated stakeholders must act within specified timelines to avoid automatic closure, including reviewing reports and addressing issues within 3 business days. The potential for issue resolution spans up to 10 business days, emphasizing prompt communication between developers and requesters. This ensures efficient handling of requests, prioritization by product managers, and adherence to timelines.

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Effective Issue Resolution Process for Vertical Marketing Ticket Management

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  1. Vertical Marketing Complete Requester Closes the ticket. State: Verification Pending State: Closed No Vertical Marketing Requester reviews and tests the report within 3 business days. Issues Found? Note: This step must be executed on within 3 business days, otherwise the ticket will automatically move into the ‘Closed’ State Yes Note: The issue detection/resolution cycle may take no more than 10 business days. State: Verification Pending Mindteck Upon completion, the developer moves ticket into Verification Pending, notifies requester State: Fix Pending No Vertical Marketing Product Manager Mindteck Mindteck Vertical Marketing Opens ticket in JIRA for new report request, attaches template document,assigns it to Product Manager (PM).PM moves ticket to Pending state PM triages, prioritizes ticket, assigns ticket to Mindteck developer. Mindteck picks up ticket , provides estimated completion date in comment. Question is specified in Requirement template doc. Developer notifies requester. Answer is given in Requirement template doc. Requestor notifies developer. Questions on report? Yes State: Open State: Pending State: Fix Pending State: Fix Pending State: Fix Pending

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