Report Service Desk Ticket

Description

This feature is an integration between OneDealer App and Jira Service desk app. 
When a error is occurred in OneDealer App at release mode the system redirects to a page where the user can report a Service desk(Jira) ticket to be handled from the OneDealer support team. 
The follow documentation will describe all the functionality of the feature and how can configure the Onedealer app to support this integration. 

OneDealer User experience scope.

When a error is occurred in OneDealer App at release mode the system redirects to the follow page:

There you will find 2 buttons depending the BusinessCases where are configured for the user.

1. The Report issue to Redmine.  BusinessCase: 50001
   
2. The Report issue to Service Desk.  BusinessCase: 50002

Note: This documentation describes only the functionality of the button "Report issue at the Service Desk".

When the user hits the button a popup form will be open.

(figure 1)(figure 2)
At this popup the user should apply the related info about the bug at the fields (figure 1,2). With the info from the user and other related collected info by the system during the bug when the user will clicks the "Save button".
The system will send all the collected info at the a new ticket in OneDealer Service Desk (Jira app). 
Also the user can attach a file(MIME types: img,png,docx pdf,xlsx) for more info about the bug the UC etc, where this file will be attached at the new created ticket in OneDealer service desk.

(figure 3)
At the created ticket in service desk will find also one more .txt attached file where was recorded the LastException, InnerException, StactStrace and the BusinessErrors. This file have name Error_[The timestamp when the file was created at the system].txt.

When the user Save at the popup the popup will close and a success message will appeared with the created issue code at Jira. The issue code is a link where redirects at the Jira ticket in Jira service desk.

Popup Fields

• Service Desk Category
  • Required.
  • Value: Free text.
    
  • ReadOnly field.
  • Predefined default value "I have a problem". 
• Service Desk Sub-Category
  • Required.
  • Value: Free text.
    
  • ReadOnly field.
  • Predefined default value "Application". 

• Summary
  • Required.
  • Value: Free text.
    
  • Predefined default value "Issue encountered" 
  • Predefined default value request Id. 
• Description
  • Required.
  • Value: Free text.
• Additional Info
  • Required.
  • ReadOnly field.
  • Contains info about the user the and page where the was error occurred.
    
• Severity
  • Required
  • Values: Critical, High, Medium, Low.
  • Fields are coming from jira. 
• Bug encountered before
  • Required
  • Values: No, Yes
• Attachment (optional)
• Affects version
  • Hidden field.
  • Application Version.
• Company requested
  • Hidden field.
  • Value: from OD Setup configuration: keyValue in S_Setup : "CompanyRequestServiceDesk" 
• Affected Environment
  • Hidden field.
  • Value: from OD Setup configuration (accepted values Productive / Non-Productive) : keyValue in S_Setup : "AffectedEnvironment" 
• ActionInvokerMongoUrl 
  • Hidden field.
  • Value: Will be attached as an internal comment in service desk ticket.
• UserSessionMongoUrl
  • Hidden field.
  • Value: Will be attached as an internal comment in service desk ticket.

Service desk User experience scope

The created service ticket from the incoming Onedealer request will have all the mapped fields where was described before applied at the ticket.
The comment area of the ticket will have the  ActionInvokerMongoUrl, UserSessionMongoUrl. And attached to the ticket the Error_[timestamp].txt file and the attachment of the user if exists.

Implementation

New button and popup was introduced in exception page of the onedealer app.
For the Integration between onedealer app and Jira app was introduced a new ServiceDeskInterfaceManager where inherits from OneDealerBaseRepoInterfacingManager.

Setup Keys

• CompanyRequestServiceDesk:  Default value: ODS-307 (Jira ODDummyInternal company on  Jira Insights schema).
• AffectedEnvironment:  Default value: Non-Productive. Accepted values for Jira api : Productive / Non-Productive.
• JiraServiceDeskBaseUrl: Default value: https://jira.onedealer.com. 
• JiraUserName:   value: Should have the Jira user email. The user should have access in Jira and permissions to create tickets. This configured user name will be the Reporter of the ticket (current app 2.60 version). Default value: george taitzis jira user account email. 
• JiraPassword: value: Should have the Jira user password.  Default value: george taitzis jira user account password.

BusinessCases

• Report issue to Redmine.  BusinessCase: 50001
  
• Report issue to Service Desk.  BusinessCase: 50002