Make Business updates reliable for JSM to ZenHub tickets

**Problem**
Business is not getting clear and timely updates on tickets.

**History**
Sienna met with folks and drafted a proposed workflow. Not everyone met together to agree it. We need a final pass and a pilot.

**Goal**
Every ticket that comes from JSM gets a plain language update in JSM at key moments and on a predictable cadence through release, verify, and close.

**Links**
Figma workflow draft by Sienna
https://www.figma.com/board/Jula2bS0vw6wHixb5e3YRr/IT-Ops-and-Assets-Process?node-id=22-172&t=RhxYRAENo9HrYRra-4

**Scope**
Incidents and small changes that arrive via JSM and are delivered in ZenHub.

**Definition of Done**
1. Gaps in the workflow are identified and closed with owners and dates
2. Single source of truth for Business facing updates is JSM public comment written in plain language
3. Cadence for updates is agreed and posted
a. Acknowledge within one business day
b. In progress update every three business days
c. Release note posted on release with what changed and when it will be visible
d. Verify request posted with simple steps and a contact
e. Close note summarizing the outcome
4. Short templates exist and are saved as JSM canned responses
a. Acknowledge
b. In progress
c. Release note
d. Verify request
e. Close summary
5. Status map and touchpoints are agreed across JSM and ZenHub so triggers are obvious
6. Pilot completed on three live tickets with results shared
7. Sharon as Business owner confirms Verify on the pilot tickets

**Tasks for Scrum Master Shahriar**
* Review Sienna’s Figma workflow and mark gaps against the checklist below
* Book one thirty minute working session with Doug, Oge, the Product Owner, and Sharon to walk the flow and close gaps
* Map JSM to ZenHub touchpoints for these statuses
Ready for dev and In dev and QA and Ready for release and Released and Verify and Closed
* Name owners and backups for each update step
Oge drafts Business language
Scrum Master posts in JSM if Oge is away
Doug confirms release timing
Sharon confirms Verify and Close
* Create and save four JSM canned responses plus the close summary using Oge’s text
* Add a Business updates checklist to the ZenHub issue template that mirrors the cadence above
* Decide reminder method
option one lightweight Jira or JSM automation
option two manual due dates on the ZenHub checklist and a daily standup check
* Run a pilot on three live tickets and record whether each update was sent on time
* Post the outcome and links in the team channel and mention the Product Owner and Sharon

**Gap checklist for review**
* Intake quality in JSM and required fields and screenshots and business impact ⭐ Oge
* Single source of truth for Business updates and where internal notes live
* Status map and field mapping JSM to ZenHub
* Update cadence and who posts each update and who backs them up
* Release notes template and where it lives ⭐ Oge with Doug on timing
* Verify checklist for Business ⭐ Oge with Sharon on final confirm
* Escalation path if a fix misses a train or blocks a client
* Metrics and how we will see them
percent hitting cadence and time from Released to Verify and reopen rate
* Privacy and wording guardrails for public updates ⭐ Oge

Deliverables
1. Final workflow and status map with owners
2. JSM canned responses and links in the team space
3. Verify checklist
4. Pilot summary and any tweaks

**Stakeholders**
Shahriar Scrum Master and Doug Dev Lead and Oge BA and Product Owner and Sharon Business owner

Owner
Shahriar

Target date
Propose in planning

Status
Open