Overview

Jira is the ticketing system (TS) solution used by back-office to manage tasks. For every task, there is a ticket used to track it.

Role	Contacts
Vendor	Unicorn, [Contact person ?]
SaFi Owners	Munnish (Unlicensed), Zbyněk Melichar (Unlicensed)
VL Owners	Domain: Back-office squad, User 40d9b, Jakub Ukrop (Unlicensed)

Known scenarios

Scenario	Description	(Technical) Notes
Task types	There are various tasks types for various streams (CC, fraud, …)	Configured by the vendor Requirements from SaFi
BOFE displays list of tasks	BOFE is able to list all ticket related to a particular customer. Search is also expected	CustomerID will need to ba part of some searchable ticket metadata
BOFE can open Jira	Clicking on a ticket in “customer tickets” opens it in Jira There should be a link to open all tickets for the current BOFE user
Jira can show list of all tickets related to a particular customer		[not integration scenario]
Jura can show a list of all tickets assigned to a particular user		[not integration scenario]
Changing ticket status causes CC notification	When a ticket changed into a [back to CC] status, a preview campaign in CC is triggered to serve as notification	Jira → Genesys integration
Changing ticket status causes customer notification	When a ticket is created or closed a message/notification is sent to the customer affected by the ticket
Create ticket from MS	Example: Automatic onboarding fails, creates a ticket for BO agent to follow up	We need to build a intergration helper used by other squads.
Create ticket form BOFE	BOFE user is able initiate a ticket creation in Jira with some attributes (customer ID) prefilled

To ensure a caller is eligible to invoke an API, there are 2 ways:

OAuth 2.0, requires the caller (Jira user) to confirm during authentication for the first time access to Jira.
HTTP basic auth, need to generate a token for Jira account and pass along with HTTP request.

HTTP basic auth approach is probably used when invoking Jira RESTful APIs in an automation process without human involved.


Can we search Jira by customer ID?
Can we create a view by customer ID?
Can we generate a link to create ticket with customer ID (etc) prefilled?
What are the options to embed Jira in our web page [post MVP]
When and how to create a Jira user ?	Possible options: Created automatically when registering with BO It’s probably complicated to implement. manually created by BO users Not user-friendly	Users are managed in Okta, so they must be synced to Jira. (Under discussion)
Where to store Jira user’s API token ?	To call Jira RESTful APIs, we need Jira user name & API token Client side (in BO user’s browser) BO user associates Jira user with BO user, while API token will be retrieved via OAuth2 and then stored in browser. Server side Store Jira username & API token in database for future use	Use a specific Jira user to invoke Jira APIs (via API token).
How to determine assignee of a new ticket ?	Currently Jira rule supports being triggered when a new task is created and using following algorithms to choose assignee: user in a group user in a role user in a predefined list automatic specify user unassigned user who triggered the event If we want a more full-controlled solution, we need to choose the assignee before creating the ticket.