How to Create Request Ticket to DevOps

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Overview

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Purpose

This procedure is about creating ticket request to DevOps

Applicability/Scope

This Procedure is applicable when a crew want to request for DevOps service/assistance. The topic of assistance includes development on infrastructure and automation.

All Agate crew can request support from Tech DevOps.

Prerequisites

Responsibilities

• Individual Crew: responsible to create a ticket request to DevOps for their need
• DevOps: responsible to handle ticket and respond to crew’s request

Glossary

Item	Definition
DevOps	DevOps is a set of practices that aims to shorten the systems development life cycle and provide continuous delivery with high software quality
Ticket	Ticket is a formal request from a user for something to be provided. For example: a request to reset a password; to install a workstation for a new user; etc.
Microsoft365	Agate’s enterprise service account. Basically it means your email account
Teams	Teams is a communication platform developed by Microsoft. Agate mainly uses Teams for its communication. It can also means a workspace for a group of crew which can be accessed via the Ms. Teams sidebar

Procedure

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Join Tech DevOps Teams Channel

Tech DevOps have a dedicated Microsoft Teams channel, named "Tech DevOps Support". All request or discussion about tech DevOps support will be conducted on the channel

Flow

Glanceable flow

Steps

1. Open Ms. Teams application on desktop or web

2. Open "Teams" tab and click "Join or create team"

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3. Input this code on the input field "Join a team with a code"

   g5x4g85

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4. Click "Join team"

Create Ticket to DevOps

Flow

Glanceable flow

Steps

1. Make sure you are logged in your Microsoft 365 Account (email account)
2. Go to http://s.agate.id/devopsticket
3. Fill out the form with the following information
   • Request Subject: subject of your request e.g. “Git Account Request”
   • Request Type: pick one. If your pick isn’t listed, pick “other”. For example, you can fill this with “Git Account Request”
   • Is Confidential Request: Pick “Yes” if other crew aren’t allowed to see the detail your request. Otherwise pick “No”
   • Your Team: pick your Quest team. If you are Tech Crew (programmer, engineer, etc.) and don’t know your team, you can pick “other” and fill it with “Tech Dept”
   • Request Detail: fill with details of your request, e.g. why you request Git Account. Maybe it is ”for onboarding”
   • Due Date: fill with deadline of request
   • Mention: mention anyone that need to be informed of your request. Fill this with email addresses, e.g. “email@agate.id”. If more than one, separate it with a comma
4. Click “Submit”
5. After submitting the form, you will receive notification from “Tech DevOps Support” Ms. Teams channel mentioning you on a thread dedicated for your request. You can discuss further about your request there.
6. On completion, the result or proof of the task will be posted by PIC on the same thread

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