Infrastructure Request and Incident Handling Workflow

Hello Product Team,

Following up Product Infra Reps (Delegates) Program, we are going to change infrastructure request creation and incident handling process.

Infrastructure Request

Currently all infrastructure request (new infra or change infra) in the shared tvlk-prod account using TechOps Service Desk. Since we have delegates and delegates become bigger, they need access to Tech-Ops Service Desk with these ability:

To have these ability, they need JIRA service desk license. Since there is limitation on license and it can took longer, we take github as replacement.

What will change in Infrastructure Request workflow?

What happen to existing Infrastructure Request ticket on JIRA?

The delegates will create github issue and add the JIRA ticket link into it when they are executing the ticket.

Incident Handling

Currently incident that cannot handled by PDA will be escalate to Site-Infra. Since we have delegate we change our Incident Handling workflow into PDA -> Delegates -> Site-Infra.

What will change in Incident Handling workflow?

What should you do?

When is this worklow implement effectively?

This workflow will be implement effectively by 19 June 2019.