JSDV2 Remediation Issues for Service Requests

Remediation issues are internal Jira issues that represent the technical work required to resolve a customer request. The customer service request (ITSD ticket) and the remediation issue are linked together using the remediates / is remediated by issue link type.

	Request a Service	Remediation Issue
Use Cases	Application Problem Requests Application Data Management Requests Application Enhancement Requests
Created By	Customer	BA
Visible By	Customer & IT	IT only
Location	IT Service Desk (ITSD) Jira project	Application-specific Jira project
Summary	Written by customer	Written by BA or developer
Description	Written by customer	Written by BA or developer
Link Type	"is remediated by"	"remediates"
Purpose	Customer request for service from IT Communication with the customer is through the request	The technical ticket where work and time are tracked Communication between IT staff is through the remediation issue
Business Rules	Service Requests cannot be closed if they are linked to open remediation issues. If a Service Request requires multiple IT staff or complex steps for remediation, the remediation issue should be an Epic containing all tasks to complete.	When a remediation issue is closed, the BA should follow up with the customer and then close the linked Service Request issue.

Create a Remediation Issue

From the Service Desk request, choose More...Create Linked Issue
On the Create Linked Issue screen:
1. Choose the project related to the application or system that requires modification as a result of the ITSD
2. Select the most appropriate issue type for the work to be done (typically Coding Task or Configuration Task)
3. Be sure to select the "remediates" link type (the issue being created remediates the Service Request)
4. Create a summary that briefly reflects the work to be done (should start with a verb and it should be very clear to a developer or system administrator)
5. Enter a description that clearly describes the entire task to be done in specific terms that any developer or system administrator supporting this application understands.
6. BAs are the face of IT to our customers. Therefore, remediation descriptions shouldn't include things like an email chain or customer comments like "Contact me if you have any questions." The developer should contact the BA who, in turn, will contact the customer. The developer contacting the BA is implied and unnecessary to state in the description.
Multiple remediation issues: Some ITSD requests require multiple remediation issues. If this is the case, create an Epic and make that the sole remediation issue for the ITSD request. All other related issues should be issues in that Epic. When remediation work starts, the BA should be assigned the Epic and needs to make sure all tasks in the epic are completed and will be the hub of communication between the involved IT staff and the customer.

The Summary and Description fields should be translated from customer-speak into tech-speak and include steps to reproduce (for bugs) or detailed requirements (for coding/config changes).

More Info

The order in which the remediation tickets will be worked (priority and rank) is defined by the application's Lead BA (which can be seen in the Service Desk ticket, after the Application field is populated).
Remediation issues can be viewed and ranked all together or grouped by project.