Ticket-System Jira

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Issue Types

Bug

The issue type "Bug" is used to communicate visual or functional errors in the system.
For example: "Font-size of the headline in module typo_intro is too large"

New Feature

The issue type "New Feature" is used to request a new set functionality or a suggested improvement of an existing functionality of the website.
For example: "Please allow 120 instead of 68 characters in headline for module typo_text"

Task

Issue type "Task" is used to handle a single task.
For example: "Please create the following new users for 'Role: HR'"


Workflow Steps

Workflow Steps of a Bug

Workflow steps listed on the left side are in the responsibility of the support team.
Workflow steps on the right side are in responsibility of the client.

  • Open
    Issue is new an not yet qualified and/or assigned by support team.

  • In Progress
    Support team has started working on the issue.

  • Done
    Support team has resolved the issue. However, the solution has not yet been made available to the client.

  • Approved
    Solution has been approved by the client.

  • Waiting for Customer
    Support team needs further information on the issue.

  • In Review
    Support team has deployed the solution to the test system. Client can start reviewing the solution.

Workflow Steps of a Task

Workflow steps listed on the left side are in the responsibility of the support team.
Workflow steps on the right side are in responsibility of the client.

  • Open
    Issue is new an not yet qualified and/or assigned by support team.

  • In Progress
    Support team has started working on the issue.

  • Done
    Support team has completed the task.

  • Waiting for Customer
    Support team needs further information on the issue.

  • Closed
    Task has been checked and closed by the client.

Workflow Steps of a New Feature

Workflow steps listed on the left side are in the responsibility of the support team.
Workflow steps on the right side are in responsibility of the client.

  • Open
    Issue is new an not yet qualified and/or assigned by support team.

  • In Progress
    Support team has started working on the issue.

  • Awaiting implementation
    The proposed solution and/or budget has been approved by the client and the support team has started working on the implementation.

  • Done
    Support team has resolved the issue. However, the solution has not yet been made available to the client.

  • Waiting for Customer
    Support team needs further information on the issue.

  • Waiting for Approval
    A solution and/or a budget has been described and the issue is waiting on the client to approve the proposed solution and/or budget.

  • In Review
    Support team has deployed the solution to the test system. Client can start reviewing the solution.

  • Approved
    Solution has been approved by the client.

  • .


Working with the Dashboard

We have provided a dashboard designed to identify those issues that need your attention. In addition, the dashboard allows you to track the progress the support team is making on the issues.
In order to select the prepared dashboard please click on "Dashboards" in the main navigation and select subsection "Manage Dashboards". Select subpage "Popular" from the left navigation and click on the star-icon next to the "Clients Dashboard" entry. This will add the dashboard to your list of favourites. Please click on "Dashboards" in the main navigation again. You will now see the "Clients Dashboard". Please select.

Screenshot showing the Clients dashboard.

Issues located in the red and green widgets of the dashboard need your attention. Those tickets are either implemented and need to be reviewed or the support team needs further information on them. In the special case of new features the support team might have proposed a solution and/or a budget that needs to be approved.

  • These tickets need feedback from team
    In order to proceed on the issues we need further input from the team.

  • These offers need approval from G+D
    The support team has proposed a solution and/or a budget for a feature request.

  • These tickets are ready to be tested by team
    The solution for the issues are available for testing in the test-environment. In the pre-launch phase there is no difference between the test- and the production-environments.

  • These tickets are currently in implementation by dpool

  • These tickets are not yet in process
    We have received the tickets and will qualify and assign them for production. We might get back to the team if there are any questions before we can start working.


Working in the workflow

Issues can be transferred from one workflow step to another using dedicated workflow buttons in the edit-mode of the issue. The buttons are located in the middle of the top-button section in the editing mode (See marked area in image below). Between the "Assign" and "Admin" buttons. Please ALWAYS use these workflow buttons if you want to give feedback, reopen, approve ... etc...

Area of workflow buttons marked in light orange


Using Capture for JIRA

JIRA provides a Browser-Plugin which lets you conveniently take screenshots, annotate them and create a ticket from within your browser.

On Chrome

On Chrome, the extension can be installed without G+D IT support. (To get the Chrome Browser, open an Ticket with G+D IT Support)

  • Once logged in to JIRA, from the top navigation, choose "Capture -> Capture for JIRA"

  • Add the plugin to Chrome.

  • Once the Plugin has been added, the JIRA symbol should appear in the Plugin-Section next to the Search-Bar.

  • Open the Plugin and enter the Server URL: giesecke-devrient-support.atlassian.net

  • Enter your JIRA credentials and SAVE.


Useful Links