Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Tracking applied software hot-patches for customer production environments

Hi Community, 

First time post here, I am not a Jira admin but looking for suggestions or help. I manage a support team and we use Zendesk for tracking customer support requests and escalate to our dev team for escalations (who uses Jira). Recently, we have been asked to track and quantify, for a given time frame - how many customers we apply a hot-patch/fix to a customer system. A bit of background....

Current process:

- Customer reports X issue in Zendesk

- Tech support escalates to tier 3/dev, dev confirm new bug and makes Jira bug ticket for fix and future release. Our release cycles can be 1-3 months depending on the platform. The tickets often don't contain the hot-patch details.

- For critical issues we usually hot-patch key customers directly on their system

- Currently the Zendesk ticket gets linked to the Jira ticket with a shared label "jira_escalated" and we can see how many linked tickets are attached to one Jira bug

Would like to:

- Make Jira the source of truth and take this out of Zendesk for reporting

- Track how many customers reported issue X (currently done by reporting on the jira_escalated tag on the Zendesk side now)

- Need a separate mechanism to track how many of the customers we applied a "fix" patch too.

- Have clearer tickets with the hot patch steps and linked to the bug ticket (maybe a new issue type)

 

Any recommendations or best practices you can point me towards?

 

0 answers

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Marketplace Apps & Integrations

Staying organized with Jira: best practices for a better project management

Project managers know this problem: A “mountain of work” lays in front of you, and you don’t know how and where to tackle them. Different to-dos lie ahead, but just one task after the other can be ha...

359 views 2 1
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you