Versions Compared

Version Old Version 14 New Version 15
Changes made by

Phuong Nguyen (Unlicensed)

Phuong Nguyen (Unlicensed)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

This is to provide the guideline for EDMA team members to handle Data Access request via Jira Service Management (JSM).

Table of Contents
minLevel1
maxLevel7
outlinetrue

  • Process Flow

Panel
bgColor#DEEBFF

🛠️ Process Flow

New Data Access request

Delete Access request

Panel
bgColor#DEEBFF

\uD83D\uDCD8 Instructions to use EDMA Jira Service Management

Expand
titlePrerequisite

You must have a license to handle ticket via JSM.

When user raises a request via SM-Assist to EDMA team, a Jira ticket will be created and assigned to one of our EDMA team member.

Features

Name

Description

Queue

All open

All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status and sorted by on request’s created date.

Assigned to me

All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status and assigned to you and sorted by on request’s created date.

Unassigned issues

All tickets are NOT in “DONE”, “CANCELED” or “DECLINED” status and NOT assigned to anyone else. This scenario is rare, but has to review as no one is handling it.

Canceled tickets

User can request to Cancel the ticket. Once it happens, EDMA team member will revert the changes depending on the request.

Declined tickets

All declined requests (due to a number of reasons) is listed here.

JSM Ticket

Assignee

The person is currently handling the request.

When user creates a new request

  • The request will be assigned automatically to Kiran for QuickSight/Snowflake.

  • The request will be assigned automatically to Aksha for Tableau

Reporter

User raises the request.

Request type

  • QuickSight Access request: User chooses this option when they want to have/delete QuickSight access

  • Snowflake Access request: User chooses this option when they want to have/delete Snowflake access

  • Tableau Access request: User chooses this option when they want to have/delete Tableau access

Request participants

  • When user requests Snowflake/QuickSight access, Karthik and Sid will be added automatically as “Request participants”. This is to make sure backup structure once Kiran is on leave.

  • When user requests Tableau access, Karthik and Anwesa will be added automatically as “Request participants”. This is to make sure backup structure once Aksha is on leave.

  • When an external user is needed to approve this request, we can add him/her in the 'Request participants” and mentioned him/her in “Reply to customer”. This user will receive an email and they can reply the email directly with his approve/decline comment. All of information will be recorded under JSM ticket

Add internal note

To communicate between internal team members (EDMA members having JSM access), you can use “Add internal note”. User can’t see the comment

Reply to customer

To communicate to the user or other “Request participants”, you can use “Reply to customer”. User can see the comment via Slack.

Workflow

Our current workflow

Knowledge base

Articles

All “How to articles” are documented under EDMA Helpdesk confluence. It is to share the knowledge to both internal and external users.

You can click on “Create article” and add the content.

You have 2 ways to manage the request

Expand
titleJira Service Management

  • Access to Jira Service Management and select project “6. EDMA Helpdesk (EH)”

  • Select “Queue”

    Image RemovedImage Added

  • Select “Assigned to me”

    Image RemovedImage Added

  • You can work everything in this ticket (change the status, add the approver by adding that person in “Request participants”, add “Comments” by using “Add Internal note” or “Reply to customer”

    Image RemovedImage Added
Expand
titleSlack (SM-Assist)

  • When user raises a request and the ticket is assigned to you, you will receive the Slack message via SM-Assist as below

    Image RemovedImage Added

  • You can add comment by responding via Slack, assign the ticket to another person or add the Followers (person who you need additional approval) by clicking “Edit” button.

    Image RemovedImage Added

  • Change the status of the ticket by clicking “Change Status”