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:
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:
BUG : Waiting for Support → Triaged → In Backlog → Under Active Development → Waiting for Release → In UAT → Resolved
SUPPORT : Waiting for Support → Resolved
FEATURE : Waiting for Support → Feature Review → In Backlog → Under Active Development → Waiting for Release → In UAT → Resolved
Status Glossary
Each status is defined below as it applies to individual ticket types:
WAITING FOR SUPPORT
ALL TICKET TYPES The ball is in our court, and you are waiting for a response from us.
WAITING FOR CUSTOMER
ALL TICKET TYPES 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!
FEATURE REVIEW
FEATURE 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.
BUG & SUPPORT These ticket types do not use this status.
TRIAGED
BUG Your bug has been identified, reproduced, and placed in our work management system as an unplanned development item.
SUPPORT Your complex support request (one which requires a resource to fulfil) has been placed in our work management system as an actionable item.
FEATURE This ticket type does not use this status.
IN BACKLOG
BUG Your bug has been assigned to a developer. It will usually be the next thing they pick up in their queue.
SUPPORT Your complex support request has been assigned to a resource. It will usually be the next thing in queue.
FEATURE 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.
UNDER ACTIVE DEVELOPMENT
ALL TICKET TYPES Your ticket is actively being worked on by a developer or other resource.
WAITING FOR RELEASE
BUG & FEATURE Your ticket has completed development and passed testing. It is currently awaiting inclusion in the next release cycle.
SUPPORT This ticket type does not use this status.
IN UAT
BUG & FEATURE Your ticket has been released to your enterprise UAT environment and is ready for you to test. SLA timers stop here.
SUPPORT This ticket type does not use this status.
RESOLVED
BUG & FEATURE Your ticket has been released to your production environment and further action is not required.
SUPPORT Your simple support request (such as a question) has been answered/completed and further action is not required.
CLOSED
BUG Your bug could not be reproduced, was a transient issue, or otherwise did not require development action to resolve.
SUPPORT Your complex support request was completed. Alternatively, your support request was cancelled. The resolution field will determine which is true for a given ticket.
FEATURE Your feature request was not accepted for development or was cancelled after initial acceptance.