WHEN TO CREATE YOU TRACK TICKETS


When a member has identified an issue that can be replicated, a You Track Issue must be created (including credentials) and the status of the Freshdesk ticket should be changed to ‘Waiting on Third Party’.

‘Waiting on Third Party’ status cannot be used for Freshdesk tickets without including a You Track link. There are a couple of short-term exceptions i.e. working with the scrum team directly and/or from a business perspective i.e. waiting for a PayPal payment to process successfully with respect to updating billing information so the client can be informed, and / or waiting for dispute resolutions.


Prioritizing You Track Tickets


The default priority setting is 50 (and can be adjusted according to severity / multiple client reports).


General Guidelines

  • 90 -- demands immediate attention (i.e. something stops sales/affiliate commissions, major security bugs)
  • 85 --  Demo site is failing (IT issues + affecting sales).
  • 80 -- demands CEO/CIO attention.
  • 70 -- several complaints, but not urgent
  • 60 -- more than one customer
  • 50 -- can be deferred for months (not urgent)

For each additional comment, raise the priority point estimate by three i.e. two reports could be 65 and three reports could increase to 68.

For any ticket that has 5+ reports, do two things:

  • Raise the priority to 75+ if not there already
  • Add the "Volume" tag

Remember to continue to add comments (i.e. Freshdesk ticket and credentials) for each additional client report to the You Track ticket.


REPORTING 3rd PARTY CONFLICTS IN YOU TRACK


In You Track, all plugin and theme conflicts should be titled "Fixed Conflict with [third party plugin/theme name]" as well as flagged in the #it-issues Slack thread. For major plugins/themes, defined as 100,000 or more installs, set a priority of 75 and have it immediately added to agile board. Let Erick know and he will add it to the agile board.


FEATURE REQUESTS Note waiting for Alejandro to create it.


When feature requests come in, add them to the Trello board _________ under the appropriate product.


If the feature request is already there, add a vote and drag the issue to its new place in the priority list. Feature requests will only be added to You Track when the Trello board has been reviewed and a decision is reached to prioritize working on them. 


Respond to the Freshdesk ticket (canned response needs to be created). The ticket must not be closed until the Trello Board URL field is input. This should be a soft close i.e. holding down the shift button while selecting Close (which means a notification email will not be sent from Freshdesk).


CLEAR 6 MONTH OLD, SINGLE REPORT YOU TRACK ISSUES


Monthly, all Freshdesk tickets designated as Waiting on Third Party with only one report in You Track will be soft closed i.e. holding down the shift button while selecting Close (ensuring an email notification is not sent from Freshdesk).

In You Track, the associated tickets’ state will be changed to ‘Won’t Fix’ and the priority will be changed to 20. Note in Freshdesk ticket: Shift Closing this ticket as it is over 6 months only and there is only one report in You Track - priority changed to 20 and status changed to Won't fix.


CLOSE 6 MONTH OLD WITH 2 OR MORE REPORTS IN FRESHDESK


Any Freshdesk ticket that is 6 months old and there are 2 or more reports in FreshDesk will be Shift Closed. Note in Freshdesk ticket: Shift Closing this ticket because it is over 6 months old. Create new Freshdesk ticket when the You Track issue is released to let the user know when it has been resolved.