At Gruntify, we use a custom Jira status flow to provide highly relevant updates in a timely manner for all issues. This status flow is designed to align to our internal processes, and as such may be confusing to Gruntify Support newcomers. In this article, we will walk through the meaning of each status to shed some light on what they mean for each ticket type.
The Process
Below is a diagram of the Jira status workflow used in all Gruntify Support portals:
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This looks complicated, but in reality most tickets will traverse this in a predictable pattern. All tickets will start in ‘Waiting for Support’, and from there, they most commonly follow these paths:
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Status Glossary
Each status is defined below as it applies to individual ticket types:
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The ball is in our court, and you are waiting for a response from us.Status title All ticket types
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We need more information to progress this ticket further. We will usually present you with specific questions or steps we would like you to perform to assist us. If you’re ever unsure why we are waiting for your input, let us know!Status title All ticket types
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Your feature request has been analyzed and summarized for presentation to Gruntify management. The ticket can only progress from this status once we have received their final decision.Status colour Green title Feature
These ticket types do not use this status.Status colour Purple title Bug & Support
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Your bug has been identified, reproduced, and placed in our work management system as an unplanned development item.Status colour Red title Bug
Your complex support request (one which requires a resource to fulfil) has been placed in our work management system as an actionable item.Status colour Yellow title Support
This ticket type does not use this status.Status colour Green title Feature
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Your bug has been assigned to a developer. It will usually be the next thing they pick up in their queue.Status colour Red title Bug
Your complex support request has been assigned to a resource. It will usually be the next thing in queue.Status colour Yellow title Support
Your feature request has been placed in our work management system as a planned development item. It will be assigned to a developer when the delivery quarter approaches.Status colour Green title Feature
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Your ticket is actively being worked on by a developer or other resource.Status title All ticket types
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Your ticket has completed development and passed testing. It is currently awaiting inclusion in the next release cycle.Status colour Purple title Bug & Feature
This ticket type does not use this status.Status colour Yellow title Support
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If the ticket type you select does not match the issue, we will change the ticket type for you. |
Bug Reports
Bug reports are raised by selecting ‘Report a Bug’ when you create a ticket. Here is what the process looks like for bug reports:
Let's take a look at what each status means:
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Waiting for Support | We have received your ticket and are currently reviewing it before we get back to you. | ||||||
Waiting for Customer | We have asked you a question, or to attempt a set of steps to help resolve the issue. We will progress the ticket once you get back to us. | ||||||
Triaged | We have replicated the bug and understand the underlying cause. The ticket will progress once the work item is assigned to a developer - in line with its priority. | ||||||
Assigned | A developer has been assigned to fix this bug. They will begin work on it once they have available bandwidth. | ||||||
In Progress | Our development and testing teams are currently working to fix this bug. The ticket will progress once the fix has passed all internal testing. | ||||||
Waiting for Release | The bug fix has been completed and is waiting for the next release cycle before it is made available. | ||||||
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Resolved | The bug fix has been released to a production environment. The ticket is now resolved. | ||||||
Closed | The bug ticket was closed before work was completed. This usually means one of the following:
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Technical Support
Technical Support tickets are raised by selecting ‘Technical Support’ when you create a ticket. Here is what the process looks like for technical support tickets:
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Let's take a look at what each status means:
Status | Definition |
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Waiting for Support | We have received your ticket and are currently reviewing it before we get back to you. |
Waiting for Customer | We have asked you a question, or to attempt a set of steps to help resolve the issue. We will progress the ticket once you get back to us. |
In Progress | Our support team is currently working to action this support ticket. The ticket will progress when it is completed. |
Closed | The support ticket was closed for one of the following reasons:
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Feature Requests
Feature requests are raised by selecting ‘Feature Request’ when you create a new ticket. Here is what the process looks like for feature requests:
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Let's take a look at what each status means:
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Waiting for Support | We have received your ticket and are currently reviewing it before we get back to you. | |||||
Waiting for Customer | We have asked you a question and are waiting for you to get back to us. | |||||
Feature Review | Your requested feature has been analyzed and collated, and is now being reviewed by the product team. The ticket will progress when the product team make a decision. | |||||
On Roadmap | Your feature request has been accepted by the product team! You will receive an estimated delivery quarter, and the ticket will progress when development starts. | |||||
In Progress | Our development and testing teams are currently working to implement this feature. The ticket will progress once the feature has passed all internal testing. | |||||
Waiting for Release | The feature has been completed and is waiting for the next release cycle before it is made available. | |||||
In UAT |
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User Acceptance Testing environment. | |
Resolved | The feature has been released to |
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a production environment |
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. The ticket is now resolved. |
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Closed | The feature was closed without being implemented; this is because:
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Feature Request Denial
Just because we did not accept your feature request does not mean we hate your idea! We only accept requests that we can confidently say justify a spot in our 1-year roadmap. Your request was most likely denied because we would not be able to address it within 1 year due to other priorities.