Jira tickets for Infra

Note: this page is specifically about Jira tickets assigned to the Infrastructure team. General information about Jira and the ASF is at Jira tickets.

Jira tickets for Infra

The largest group of Jira tickets assigned to Infra are requests for Infra to perform a task of one sort or another. The next largest category is reports of possible issues in the Infrastructure system.

What we need to know

We need the right information to respond to your work request or bug report. In addition to the Writing a good Jira ticket advice, see Infra's What we need to know list.

How Infra will respond

Infra may respond in a number of ways, including:

• Closing the ticket as invalid. Review Before you create a ticket for reasons that may generate this response.
• Asking for further details. You may then see that the status of the ticket has changed to waiting for user. Provide the details as best you can in a comment, and change the status to waiting for Infra.
• Closing the ticket as inactive. If we set the ticket status to Waiting for user and there is no activity on it for 14 days, the system sends a reminder to the reporter. If there is no activity on the ticket for a further seven days, the system automatically closes it as inactive.
• Reporting the issue resolved. Please verify the fix or that the requested service is now available. If all is well, and Infra has not changed the status to closed or one of its variants, feel free to do so yourself.

When Infra will respond

Here are details about Infra's typical response times to Jira tickets and other requests, which largely depend on the severity of the issue.

How you should respond

Note: Infra does not normally work on a ticket in the status of Waiting for User. We normally wait until the status changes to Waiting for Infra. Be sure to set the ticket to Waiting for Infra if the ticket needs follow-up!

The reporter of a ticket should check it regularly to see if it has had activity that requires their response.

• If the status is now Waiting for User, Infra may need something for you: additional information, a clarification, testing a fix or, if the ticket is about a problem with infrastructure, a request to verify whether you are still experiencing the problem. Provide the information if you can, or explain why you cannot...and don't forget to change the ticket status to Waiting for Infra.
• If the message from Infra is that the work is done or the problem is solved, and you can verify it, add a note to that effect and close the ticket as fixed. Do not just abandon it.
• There may be questions or suggestions in the comment thread that you should respond to.