Prodops and Bug Escalations – JIRA
This comprehensive guide provides step-by-step instructions for Member Services agents on how to properly submit and manage Bug and [System] Service Request escalations to ProdOps via JIRA. It covers pre-escalation decision checks, required ticket fields, priority level definitions, and post-creation communication steps.

🚨 Critical Agent Reminders:

• Include the UUID: When submitting JIRA tickets, you must always add the member's UUID directly into the specific field that asks for the "Member UUID".

• NO PHI in JIRA: Never include Protected Health Information (PHI) on JIRA requests. Any PHI must remain strictly within internal notes on the Zendesk ticket.

(For Bug and [System] Service Request Escalations)

• Link to Proof of learning checklist.
• Link to Video training.

Table of Contents

Step 0 – Check the Decision Tree First

Step 1 – Creating a JIRA Ticket

• For a Bug

• For a [System] Service Request

  • Escalation Types:

Step 3 – After Creation

Step 4 – Adding Comments (Replies) or Attachments Afterwards

Step 0 – Check the Decision Tree First
Before creating a JIRA ticket:

• Review the Escalations Chart on the Member Services Escalations Quick Guide KB.
• Confirm that escalation is necessary after exhausting all resolution options.
• Identify the correct issue type using the Escalation Type decision graph here.

Step 1 – Creating a JIRA Ticket 

Note: for best practices, limit 1 JIRA ticket for 1 Zendesk ticket. If multiple JIRA tickets are needed for 1 Zendesk ticket, comments added from the JIRA side panel will go to ALL linked JIRA tickets. 

1. Open the member’s Zendesk ticket.
2. Click the Apps button → Create issue under JIRA.
3. Select Support Escalations (ESCA) as the project.
   
4. Fill in the required fields depending on the issue type:

For a Bug

• Reporter: Leave as yourself.
• Assignee: Leave blank.
• Summary: Short title appropriate to issue.
• Description: Add details if needed.
• Member UUID examples: Impacted member UUID(s).
• Steps to Reproduce: List the steps the member took when they encountered the bug/error in order. (Ex: 1. Opened app 2. Clicked settings 3. Saw 403 error message)
• Expected vs. Actual Result: Describe clearly. “Expected” defines how it should work. “Actual” answers why this is presumed to be a bug.
• Severity of user impact: Critical / High / Medium / Low.
• Priority: 

  • Priority	Criteria	Notes
    Production Blocker	Critical, widespread issue present in Production version.	Vida app is down, Provider Dash is down, etc., impacting a significant number of users from accessing the platform.
    Release Blocker	Critical issue in a release candidate.	Not used by Support; this is for the Infra team to track new feature releases.
    Feature Blocker	Critical issue with a new feature.	A specific app feature is down/unusable and impacting a significant number of users.
    Critical	High severity and/or prevalence.	An issue is blocking a member from continuing clinical care or is arising for several reported users.
    Major	Medium severity and/or prevalence.	An issue is blocking a member's experience but not necessarily blocking clinical care or the issue is arising for a handful of users.
    Minor	Low severity and/or prevalence.	An issue is an inconvenience but not blocking a member in their experience or clinical care, or the issue is arising for an individual alone.

• Platform: iOS / Android / Member Web App / Provider Dashboard / Health Guide Platform.
• Attachments:
  • Select any relevant attachments already in the Zendesk ticket when creating the issue.
  • If attachments are not visible here, you can still send them later using Step 4 – Adding Comments (Replies) or Attachments Later.

For a [System] Service Request

• Summary : Short title appropriate to issue
• Member UUID examples: Impacted member UUID.
• Description: Add details if needed.
• Support Escalation Type – Choose the most appropriate from Escalation Types below.
• Attachments:
  • Select any relevant attachments already in the Zendesk ticket when creating the issue.
  • If attachments are not visible here, you can still send them later using Step 4 – Adding Comments (Replies) or Attachments Later.

Escalation Types:

Step 3 – After Creation

• Once created, the JIRA ticket will appear in the right panel under “Linked JIRA issues.”
• Click the eye icon to view ticket details.
•  Please place the ticket on hold once completed, it will reopen once the JIRA has an update or response. 

Step 4 – Adding Comments (Replies) or Attachments Afterwards

Note: 

If multiple JIRA tickets are attached to 1 Zendesk ticket, comments added using these steps will go to ALL attached JIRA tickets. 

Tag a Tier 2 agent if comments need to be added to an individual JIRA ticket/issue.

• Click Notify, add your comment, and select any attachments you want to send to JIRA.
  
• If the image is not clickable in the Notify window (no checkbox appears):
  • Backup Plan:
    • Click “Copy the last comment” (if it contains the image) under "Notify linked issues"
    • Click Notify issues to send it.
      

OR

• Right-click the image in Zendesk → click Copy image address → paste image address into your comment → Notify issues.