ProForma: Support Triage Workflow

Name: ProForma: Support Triage Workflow
Rating: 4.0 (2 reviews)

by ThinkTiltfor Jira Server 8.0.0 - 8.8.1

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Triage tickets, do preliminary investigation and efficiently communicate the details of every bug to the engineering team

Bug Reporting and Triage Workflow

Bug Reporting and Triage Use Case

Support Request and Bug Triage Forms

This workflow empowers support teams to triage tickets reducing duplication of effort between support agents and support engineers, and allowing engineers to find the information they need quickly and easily.

Use this workflow as part of a use case that allows you to standardize data collection, optimize communication between support and engineering, and automate the creation of bug issues in your development project.

This workflow works well with ProForma forms that collect all of the needed information without requiring Jira custom fields. Access the Support Request form and the Bug Triage form from our instant access demo.

More details

See the Bug Reporting and Triage Use Case.

Learn more about using ProForma forms with Jira.

Additional advantages of this use case include:

Using forms standardizes how the Support Agent works and what questions are put to the customer.
The form also serves as an efficient vehicle for passing information between the Support team and Engineering (without the Engineer having to comb through a comment chain); and from the Support project to the Development project.
Multiple copies of the form can be added the issue – especially useful if the customer submits multiple problems on the same ticket