Centralized Jira Handling

CMU is solely responsible for handling all aspects of Jira, including automation, workflows, and ticket organization, ensuring seamless operations across CX and relevant departments such as Risk & Compliance, Settlements, Finance, and Operations.


 Automation Management

  • Develop and implement automation rules across all Jira boards, ensuring status changes and comments automatically trigger assignments to the appropriate point of contact within the relevant department.

  • Ensure that workflows are optimized, with Jira statuses accurately reflecting the current state of tickets, such as maintaining an FRMU ticket in the "Reported by User" status until CX receives a merchant response.


Workflow & Status Management

Design and maintain Jira workflows that align with SOPs, ensuring that ticket statuses are appropriately updated or held, depending on the situation. This ensures compliance with SOPs and proper ticket progression through different stages.


Jira Filter Creation

Create and manage Jira Query Language (JQL) filters to efficiently track and analyze issues within Jira. These filters include:


  • Basic Filters: Track issues by date range, total number of issues, assignees, and reporters to provide a general overview.

  • Advanced Filters: Develop specific JQL queries to monitor detailed metrics, such as the number of tickets resolved or status changes within a specific time frame, using complex conditions (e.g., AND/OR filters).

 

Jira Dashboards

  • Organize and consolidate scattered Jira data into comprehensive dashboards, providing CX and other relevant teams, such as Compliance, with a centralized view of key metrics and ongoing issues.

  • Customize dashboards to display critical information, enabling teams to monitor progress, track performance, and make informed decisions quickly.