Support Digital Office

Get faster IT support with better visibility. This guide shows you how to request help from the DGT (Digital Transformation) team and track your tickets from submission to resolution.

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:

Create Ticket

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.

Support DGT - How to create Jira

Qualification by the BA in internal JIRAs

Type Ticket

TypeDescriptionExamples
🔴 BugMalfunction of an existing feature
  • Page not loading
  • Error during save
  • Incorrect data displayed
🔵 Change

Request for new feature or enhancement

(Must be asked at least 2 months before)

  • Adding new field
  • Modification of a workflow
  • New business feature
  • New fund list
🟢 BAUConfiguration request or access management
  • Creation/Change of permissions
  • Profile creation
  • User management
  • Add/Remove funds

Alternative communication channels

If you do not receive a response on your JIRA ticket within the expected timeframe:

  1. Follow up directly in the JIRA ticket (comment)
  2. Contact via Teams AWF/DGT Community (access request via Amstore)
  3. Send an email to the distribution list : G-X-DIGITAL-TRANSFO-BA@amundi.com (specifying the ticket number)

FAQ Support

01 How to correctly prioritize my request?

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.

02 Where to see upcoming releases and their content?

2 sources of information:

  1. Here on page : Follow the updates
  2. Email communications: 2 weeks before each release
03 My ticket requires significant development (> 20 days). How does it work?

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.

04 Can I request an exception to go to production faster?

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 :

  1. Create the JIRA ticket with Blocking C1 priority
  2. Justify the urgency in the description (impact, scope)
  3. The BA contacts the technical lead for evaluation
  4. If approved: Out-of-cycle release (hotfix) possible
  5. Specific communication to impacted users

 

⚠️ Note : Note: Exceptions remain exceptional to ensure platform stability.