Customer Guide to New Sandbox Banking Jira Workflows
- Sandy Robles
Glyue Help Center - Workflows
Production Support Issue Type:
All new issues created are placed into the Waiting For Support status
From this status, you can cancel the ticket if the problem no longer exists and there isn’t anything for Sandbox Banking Team Member to investigate, which gives the ticket the Canceled status. This is done by clicking the Cancel Ticket button in the request, shown here:
When a Sandbox Banking Team Member opens the ticket they will move it to the Under Investigation status.
This status indicates that the issue has been opened and the team is investigating the issue.
From the Under Investigation status a Sandbox Banking Team Member can move the ticket to a number of statuses:
When progress on the ticket has started the issue will be moved to the In Progress status.
This status indicates that the issue is actively being worked on by the team.
If a Sandbox Banking Team Member needs interaction with you the issue will be moved to the Waiting For Customer status.
This status indicates that Sandbox Banking Team Member needs your interaction on the ticket and is waiting for a response from you before work can continue.
If a Sandbox Banking Team Member finds that the ticket is blocked internally or externally the ticket will be moved to the Blocked status.
This status indicates that the issue is blocked by another ticket, an internal issue to a Sandbox Banking Team Member, or an external issue that cannot be changed. Work cannot continue until the blocker is removed.
If a Sandbox Banking Team Member finds that the ticket is out of scope for the project during the investigation stage the ticket will be moved to the Rejected status.
A ticket will not be placed into this status without an extensive conversation between you and a Sandbox Banking Team Member.
If a ticket is rejected no work will be completed on the ticket.
From the In Progress status a Sandbox Banking Team Member can move the ticket to a number of statuses:
When the ticket is completed the issue will be moved to the Awaiting Customer Approval status.
This status indicates that work has been completed by a Sandbox Banking Team Member and is being reviewed before Promoting to Production can take place on your end.
If a Sandbox Banking Team Member needs interaction with you the issue will be moved to the Waiting For Customer status.
This status indicates that a Sandbox Banking Team Member needs your interaction on the ticket and is waiting for a response from you before work can continue.
If a Sandbox Banking Team Member finds that the ticket is blocked internally or externally the ticket will be moved to the Blocked status.
This status indicates that the issue is blocked by another ticket, an internal issue to a Sandbox Banking Team Member, or an external issue that cannot be changed. Work cannot continue until the blocker is removed.
If a Sandbox Banking Team Member finds that the ticket is not completable by the team the ticket will be moved to the Rejected status.
A ticket will not be placed into this status without an extensive conversation between you and a Sandbox Banking Team Member.
If a ticket is rejected no work will be completed on the ticket.
From the Waiting For Customer status, a Sandbox Banking Team Member has requested your interaction on the ticket.
From this status, you need to respond to a Sandbox Banking Team Member regarding the interaction requested, which gives the ticket the Feedback Provided status. This is done by clicking the Respond to Sandbox Banking button in the request, shown here:
While a ticket is in this status a Sandbox Banking Team Member can move the ticket to a number of statuses:
If a Sandbox Banking Team Member finds that the ticket is being blocked by another ticket or you, the ticket will be moved to the Blocked status.
This status indicates that the issue is blocked by another ticket or an issue on your side that cannot be changed. Work cannot continue until the blocker is removed.
If the Sandbox Banking Team Member doesn’t receive feedback after the request for your interaction with the ticket within a week, they will move that ticket to the Blocked status.
If the Sandbox Banking Team Member finds that the requested interaction is no longer needed then the ticket will be moved to the In Progress status.
This status indicates that the issue is actively being worked on by the team.
If the Sandbox Banking Team Member finds that the requested interaction is no longer needed but more investigation needs to take place before work can continue then the ticket will be moved to the Under Investigation status.
This status indicates that the issue has been opened and the team is investigating the issue
From the Feedback Provided status a Sandbox Banking Team Member will move the ticket back to the Under Investigation status.
This status indicates that a Sandbox Banking Team Member is disseminating the feedback and is investigating the impact of the feedback on the ticket.
Once work is completed on the ticket and a Sandbox Banking Team Member member has moved the ticket to Awaiting Customer Approval you will need to review the changes for the ticket prior to promoting to production.
Approved for Production
If you are ready to promote to production then the ticket can be moved to Promoting to Production status, this is done by clicking Approved for Production button:
Not approved for Production:
If you are not ready to promote to production then the ticket can be moved to Feedback provided status, this is done by clicking Not approved for production button:
Once the ticket has successfully completed Promoting to Production and is in the Promoting for Production status a Sandbox Banking Team Member will move the ticket to the Resolved status and the ticket will be closed.
