📗JIRA

JIRA is the main tool of interaction between Countries/Regions/Business lines and DCTI/Live Operations.

  • All issues/requests must be raised through JIRA tool in order to be processed timely and efficiently.

  • All Michelin employees can ask for a JIRA account.

  • A detailed user guide of the JIRA Tool for Apostrophe-CMS websites is attached

Access request

Send an email to one of the LIVE OPERATIONS member and provide the following elements:

  • First name

  • Name

  • Email address

  • Projects

Link

https://michelingdic.atlassian.net/jira

(Please keep as favorite in your navigator)

First login

  • Michelin email address

  • Password to login

Create a ticket

All tickets must be written in English ONLY.

Click Create

Select the PROJECT

Each user will have access to the project(s) he/she is concerned with.

Select the ISSUE TYPE

  • BUG A problem which impairs or prevents a function to work properly (i.e. broken link, CTA, tag or functionality…)

  • INCIDENT Any event (mainly linked to infrastructure) which is not part of the standard operation, and which causes, or may cause, an interruption or a reduction of the quality of the service.

  • EVOLUTION An enhancement required on the existing website but does not prevent the website from working properly.

  • HELP REQUEST A request for service or support (information, advice, training, access, etc).

  • WEBMASTER Any webmastering / authoring task. You just need to provide us with the content. You can ask for a lay out or let us recommend the best lay out option(s).

  • DATA UPDATE For any update of data driven information (push product template, CAI list, or issue with DL…)

Select the impacted COUNTRY/COUNTRIES

Select the PRIORITY

  • P1: Blocker Site or Tyre Selector down. Hotfix might be needed as soon as possible, ideally within 24h.

  • P2: Critical Partial failure, key evolution or request on a critical component or service. Resolution should fit into next release or before, ideally within 2 weeks.

  • P3: Major Failure, request or evolution of minor functions. It might create inconveniency but does not block the user experience. Resolution will be based on capacity in next release, ideally within 1 month.

  • P4: Minor Mainly cosmetic issues, nice-to-have evolution and non-urgent request. Resolution will be based on capacity in next release or later.

Assignee

Keep “assignee” as Automatic; Live Operations will redirect the ticket to the right person.

It avoids issues if the person you assign the ticket too is sick or not available.

Add a DESCRIPTION and a SUMMARY (= title)

  • Describe the steps to reproduce the issue, the issue itself in details and the expected result once the issue is fixed.

  • The more details the better.

  • Also use screenshots if you can.

  • Specify the URL of the concerned page…

Click CREATE

A new JIRA ticket has been created and Live Operations will take care of it.

Reporter / Assignee

  • Reporter is the one who created the JIRA ticket

  • Assignee is the one who has an action to make

Keep the assignee as 'Automatic', the Live Operations team will make sure it is assigned to the appropriate person.

When adding comments to the ticket, please remember to notify the person assigned (@ followed by the name) so that she/he receives a notification.

Ticket status

  • OPEN A new ticket is open and ready to be analysed.

  • UNDER ANALYSIS The issue is being analysed, prioritized and weighted before proceeding further.

  • REJECTED Issue has been rejected and will not go through the process

  • ON HOLD Ticket is temporarily on hold.

  • WAITING FOR INPUTS Feedback from reporter is needed to proceed further.

  • ANSWER SENT A direct answer has been sent to the reporter. No development required.

  • IN PROGRESS Issue is ready for development or already in process.

  • READY TO TEST Issue needs validation (UAT check) from reporter before going live.

  • READY TO DEPLOY The issue is ready to go live.

  • TEST FAILED UAT check is not satisfactory, and ticket is not yet solved.

  • READY TO TEST LIVE Issue needs sanity check from reporter after going live.

  • LIVE TEST FAILED After going live, sanity check is not satisfactory, and ticket has not been solved as expected

  • CLOSED Issue has been solved as expected and closed.

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