Introduction

The Tickets board is an Internal and external repository and tracking board for work and troubleshooting requests.  It is used to request help from the Engineering team or Ops Team (for client-specific issues).

Exceptions:

• Dashboard System Failures - alert Engineering immediately in Slack #dashboard_issues
• Processes that are not specific to an individual property or client - use the Ops Request board instead
• Process Documentation - use the Ops Request board instead
• Automations or Integrations
  • Monday/Make/Zapier/Rocketlane automations - use the Ops Request board instead
  • Monday integrations via API - Engineering owns these, so open a Ticket

Status

If a ticket item is assigned to you, please make sure to manage the status as you work, changing it from New to either "Working on it" or "Needs more info". Once an item is ready for QA, set the status to "Ready for QA" and the requestor will be notified.

• Ticket Talk - Selected for discussion at the next Ticket Talk meeting
• Moved to Jira - A duplicate ticket was created for Engineering on the Engineering Kanban board in Jira.  Engineering does their work in this separate ticketing system.
• Working On It
• Needs More Info - If the ticket information needs clarification simply respond in the Conversation bubble and ask for clarification.
  • 🚨 Reassigns the ticket to the Requestor and moves it to the Working on It group
• Ready For QA - After the problem is fixed the ticket is reassigned to the person that opened it to validate the fix by selecting “Ready for QA” in the status column. If the issue has been resolved then the person that opened the ticket then closes the ticket by selecting “Done” in the status column.
  • 🚨 Reassigns the ticket to the Requestor and moves it to the Ready for QA group
  • 🚨 After 2 weeks with no action, the ticket status will change to Done.
• Done
• Backlog - Items get moved to Backlog Tickets board (only Engineering has access).  if a ticket is not going to get resolved, or is stuck for an extended period of time, change the status to "Backlog" and the item will move to the"Backlog Tickets" board.

Priority Descriptions

• BLOCKER - Issue preventing additional processes / Client is waiting for this to be complete (past original date of completion)
• MAJOR - Important, not necessarily time sensitive / Getting close to the due date and a risk of not completing analysis on time
• MINOR - Not important, not time sensitive / No immediate risk, but should be addressed

Quality Tickets

When filling out a ticket it’s important to provide as much detail as possible.  Think about the following pieces of information:

• Who – whose responsibility is it to solve the problem. From where does the problem stem?
• What – what is the issue, think specifics. What does perfect look like and how does the issue deviate from that state? Be able to provide examples, screenshots, and so on.
• Where – where does the issue exist? Could be a file, could be in the dashboard, could be in the database. Screenshots are good for this, as well as attaching files to the ticket.
• When – Is there a pressing deadline to solve this problem? When do you need the answer by? What is this problem blocking?
• How – How do you replicate the issue. If it is not obvious, write out the steps to find the problem so the person solving it can investigate the issue.

Opening a Ticket

To open a Ticket, use this form: https://clarivoy-squad.monday.com/boards/732313044/views/230757967

1. Fill out the following fields.  ✳️ indicates REQUIRED fields.
   1. ✳️ Ticket Name - if related to a specific Client or Property, include the Client or Property name in the ticket name
   2. ✳️ Category
      1. Certain categories of tickets will trigger an update to be created with a list of questions.  This information is required to investigate.  Provide answers to all of the questions.  If you do not, the ticket will be reassigned to you with status “Need more info” and this will cause delays in resolution.
         This includes, but is not limited to: 
         1. Client/Property Changes
         2. Moving Data
         3. Sales Count Issues, etc.
   3. ✳️ Type
   4. ✳️ Description - If short, you can put a description here.  Otherwise, create an item update if the description is long or you need to attach Images, Videos, or Links.
      1. What happened?
      2. What did you expect?
      3. What are the steps to reproduce?  A video showing the steps to replicate the issue is most helpful.  If no video, include Screenshots.
      4. Is the issue affecting a specific property, multiple properties, or all properties?
      5. Error Messages and/or Screenshots - Include the exact error text and/or screenshot of the error.
      6. For Data Corrections - Specify:
         1. Exactly what needs to be corrected and why
         2. If custom mappings need updated, specify the new field names that should be mapped
         3. Which month(s) of data you need to be corrected
         4. How we will receive the corrected data (i.e. if the dealer will be switching from a data integration to a collect)
         5. Is now a good time to perform the data correction?  (If you have an upcoming meeting and need us to wait, specify when you would like the correction performed)
   5. Status - (Leave as New)
   6. ✳️ Priority
      • BLOCKER - Issue preventing additional processes
      • MAJOR - Important, not necessarily time sensitive
      • MINOR - Not important, not time sensitive
   7. Clarivoy Property - If the issue is specific to a client or property, link all affected Properties here.  You can alternately link Ops Overview items or Monthly Tasks.
      1. 🚨 Linking in this column will create an update on the linked item referencing this ticket.

Ticket Workflow

Who handles which issues?

• Analysis - Depends on the issue.  Could be Engineering or Ops.
• Clarivoy Tag Data - Engineering
• Clicktrails - Engineering
• Client/Property Changes - Ops/Engineering joint effort
• Dag Failure - Engineering
• Dashboard Data - Engineering
• DEV - Engineering
• HelpJuice - CS Team
• Looker - Looker tickets get assigned to Artem Panchenko (Nix team)
• Product - Product Manager
• QA Issues - Ops Team
• Rocketlane - Ops Team or CS Director
• Sales and Leads Data & Mapping Corrections - Ops Team
• SYS Admin - Engineering
• Taxonomy - Taxonomy tickets are being assigned to Helen Moss for triage to route issues accordingly AND THEN moved to Taxonomy Tickets board.
• Wall-E - Engineering
• Website - Marketing

Expected SLAs

• Engineering Issues:  All issues for Engineering are discussed in twice weekly “Ticket Talk” meetings on Tues & Thurs.  The meeting time is limited so not all new tickets may be discussed in the next meeting.
• Ops Data Corrections:  Expect a response within 48 business hours.  Resolution may take longer, depending on the issue.
  • Data Corrections may take longer (for example, deleting & reloading sales > 90 days back will take 7-14 days due to waiting for LiveRamp and Tapad).