Jira OPS Tickets
Overview
Cloud operations work is tracked in the OPS Jira project using the "Cloud Ticket" issue type.
Required Fields
When creating a Cloud Ticket, three custom fields are required:
| Field | Options |
|---|---|
| Cloud Product | RaaS, Azure RaaS, Envoy: RaaS, CaaS, CMI, etc. |
| Cloud Impact | No Current System Impact, Production Impaired, etc. |
| Customer Urgency | P4 (Low), P3 (Medium), P2 (High), P1 (Emergency) |
See .github/instructions/jira-ops-tickets.instructions.md in the workspace for the full reference and creation examples.
Creating a Ticket
Go to rhapsodyjira.atlassian.net, project OPS, issue type Cloud Ticket.
All three custom fields are mandatory — the form will not submit without them.
Ticket Lifecycle
| Status | Meaning |
|---|---|
| Open | Awaiting assignment |
| In Progress | Being actively worked |
| Pending Customer | Waiting on customer response |
| Resolved | Work complete, pending closure |
| Closed | Done |
Tips
- Use P1 (Emergency) only for active production outages affecting a customer
- Set Cloud Product to Azure RaaS for Azure-related work, RaaS for AWS work
- Link related tickets using the "is blocked by" / "blocks" link types