JIRA Public Cloud Support Form Feedback

[AErmie]

Review the forms the client's will fill out for support in the JIRA portal: https://citz-do.atlassian.net/servicedesk/customer/portal/3

Provide feedback on data collection, field descriptors, flow, etc. to improve the data we collect and the end-user experience.

[AErmie]

Landing Page Feedback

Based on the above current view...

• Incident should be listed first
• Service Request should be listed second
• Question should be listed third

[AErmie]

Input Page Feedback

Based on the above current view...

• Contact Information (ie. First/Last Name, Email Address) should be at the top of the form
  • Contact Information (ie. First/Last Name, Email Address) should be auto-completed based on the selection in the "Raise this request on behalf of" field
• Ministry selection should be after the Contact Information fields
• Service Provider should be next after the Ministry field
  • Remove "Other" unless it actually serves a purpose
  • Add some visual appeal by including the respective cloud logos for AWS and Azure
• Project Name should be next after the Service Provider
  • Include a description to clearly indicate that we want the License Plate
• Summarize the problem field should be renamed/re-labeled to something more clear, like "Title", and should be next after the Project Name field
• Impact and Urgency fields should come next
  • There should be some information on expected SLAs for Urgency selected, and this should be accounted for in Platform Administrator staffing levels, and cost recovery billing of Ministry Teams
• Issue Description is next
  • This should have a guide for what information we need/expect, such as:

# Description
Describe the issue in more detail

# Steps to Reproduce
1. Step 1
2. Step 2
3. Step 3

# Additional Information
What else have you already tried?

• Finally, the Attachment field is next
  • Include a description asking the user to upload any applicable screenshots, source files, etc.

Bonus

For the Question form, we should modify it to include category topics/sub-topics, so that we can obtain metrics on which areas need the most assistance, and potentially eventually route tickets to a topic-based queue.