JIRA
How to Submit a Support Request
All requests must go through a JIRA Support SPAWP ticket to track them and not forget them with the open ticket status:
Direct contacts via Teams or individual email that are not tracked in JIRA Support are lost for other potential stakeholders who take over a topic or who have to handle a similar topic to create a knowledge base.
The guide below shows you the different creation steps.
Qualification by the BA in internal JIRAs
Type Ticket
| Type | Description | Examples |
|---|---|---|
| đź”´ Bug | Malfunction of an existing feature |
|
| 🔵 Change | Request for new feature or enhancement (Must be asked at least 2 months before) |
|
| 🟢 BAU | Configuration request or access management |
|
Alternative communication channels
If you do not receive a response on your JIRA ticket within the expected timeframe:
- Follow up directly in the JIRA ticket (comment)
- Contact via Teams AWF/DGT Community (access request via Amstore)
- Send an email to the distribution list : G-X-DIGITAL-TRANSFO-BA@amundi.com (specifying the ticket number)
FAQ Support
Priority depends on several criteria:
- Business impact: How many users/processes affected?
- Business urgency: Contractual deadline, customer commitment?
- Possible workaround: Is there a temporary solution?
Blocking bug > Major bug > Enhancement > Minor bug
The BA will re-qualify the priority after analysis if necessary.
2 sources of information:
- Here on page : Follow the updates
- Email communications: 2 weeks before each release
Process for "large" topics:
1. BA Analysis: Initial needs assessment
2. Technical estimation: Detailed estimate by the dev team
3. If > 20 man-days:
- Considered an "expensive" topic for maintenance
- Requires CAPI validation (IT Project Arbitration Committee) if > 100 man-days
- May be presented at CEP (Extra Project Committee) for information if 50-80 man-days
4. Specific prioritization: Arbitration with other business projects
5. Multi-release planning: Split into several sprints if possible
Timeline: Plan several months between the request and final delivery.
Yes, in certain exceptional cases:
- Blocking C1 bug in production (service outage)
- Contractual commitment with deadline
- Critical security issue
- Major business impact (financial loss, reputation)
Exception process :
- Create the JIRA ticket with Blocking C1 priority
- Justify the urgency in the description (impact, scope)
- The BA contacts the technical lead for evaluation
- If approved: Out-of-cycle release (hotfix) possible
- Specific communication to impacted users
⚠️ Note : Note: Exceptions remain exceptional to ensure platform stability.
