Logging a JIRA Feature Request for Versaterm RMS

When to Log a Feature Request

• The request is for new functionality not currently available in RMS.
• The customer is seeking an enhancement or configuration change beyond normal system settings (e.g., add a new field, workflow change, additional report, UI updates).
• The issue is not a defect/bug or generic support issue.

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Prerequisites

• Access to the relevant JIRA instance for Versaterm Product/Development tracking.
• All required information gathered from the customer ticket.
• Confirmation that this is not an existing feature or a duplicate request.

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Step-by-Step Instructions

1. Gather Required Information from Zendesk Ticket

Before creating the JIRA, ensure you have:

• Customer agency name and contact
• Product/module affected (e.g., RMS > General Occurrence)
• Detailed description of requested feature or enhancement
• Business justification / reason for request
• Priority (as indicated by customer, or internal assessment)
• Zendesk ticket number (for cross-reference)

Tip: If possible, clarify acceptance criteria or examples of the desired outcome with the customer.

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2. Create the JIRA Issue

a. Log in to JIRA and select the proper project (e.g., “Product Enhancements” or “RMS Features”).
b. Click "Create" to open a new issue.

c. Enter the following fields:

• Issue Type: Feature Request (or “Story” if Feature Request is not available)
• Summary: [Agency]: [Short Description of Request]
  • Example: “Toronto Police: Add ‘Event Subtype’ as required field in RMS General Occurrence”
• Description: Be as specific as possible. Include:
  • Details from customer
  • Use case and business impact
  • Any supporting screenshots or attachments
  • Acceptance criteria, if available

d. Fill out additional/custom fields as required, such as:

• Component: RMS
• Priority: (use customer-provided or assess based on business impact)
• Labels/Tags: “FeatureRequest”, customer agency name, Zendesk ticket number

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3. Link the JIRA Issue to the Zendesk Ticket

• Copy the newly created JIRA issue key (e.g., PROJ-1234).
• In Zendesk, update the original customer ticket:
  • Note the JIRA reference (e.g., “Feature request logged as JIRA PROJ-1234”).
• If using the Zendesk-JIRA integration:
  • Use the interface to link the ticket and JIRA issue directly, ensuring auto-sync of updates.

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4. Notify the Customer

• Send a public reply from Zendesk confirming the request has been logged and providing the JIRA reference (if your escalation policy allows).
• Manage customer expectations regarding review/prioritization timelines and next steps.

Example reply:

“Thank you for your suggestion to add ‘Event Subtype’ as a required field in the General Occurrence screen. We have logged this as a feature request for our Product team (reference JIRA PROJ-1234). While we cannot guarantee immediate implementation, all requests are reviewed and prioritized based on agency feedback and impact.”

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5. Ongoing Follow-Up

• Monitor the JIRA issue for status updates.
• Update the Zendesk ticket and/or notify the customer if the request is accepted, scheduled, or deployed.

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Best Practices and Tips

• Be Specific: Include as much detail as possible to help Product understand the need.
• Avoid Duplicates: Search existing JIRAs before logging new requests.
• Link Everything: Always link JIRA and Zendesk tickets for traceability.
• Respect Process: Not all requests are approved. Ensure customer communication is clear on process and timelines.

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Quick Reference: JIRA Feature Request Template

Summary:
[Agency]: [Short Description]

Description:

• Agency:
• Product/Module:
• Detailed Request:
• Business Impact:
• Zendesk Ticket:
• Attachments/Screenshots:
• Acceptance Criteria (if available):

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If you have questions about this process or encounter an issue, please reach out to your supervisor or Product Liaison.