The tracking and timely resolution of service requests is one of the major challenges in agile project management. Having an efficient solution to this problem is a key requirement for Walmart to facilitate seamless collaboration across its different business units. The Jira software is one of the popular choices in industries for monitoring such service requests. A service request once logged into the system by a reporter is referred to as a (Jira) ticket which is assigned to an engineer for servicing. In this work, we explore how the tickets which may arise in any of the Walmart stores and offices distributed over several countries can be assigned to engineers efficiently. Specifically, we will discuss how the introduction of a bot for automated ticket assignment has helped in reducing the disparity in ticket assignment to engineers by human managers and also decreased the average ticket resolution time - thereby improving the experience for both the reporters and the engineers. Additionally, the bot sends reminders and status updates over different business communication platforms for timely tracking of tickets; it can be suitably modified to provision for human intervention in case of special needs by some teams. The current study conducted over data collected from various teams within Walmart shows the efficacy of our bot.
翻译:跟踪和及时解决服务请求是灵活项目管理的主要挑战之一。 高效解决这一问题是沃尔玛公司促进不同业务单位之间无缝合作的关键要求之一。 Jira软件是行业中监测这类服务请求的流行选择之一。 记者登录系统后的服务请求被称为(Jira)机票,分配给工程师提供服务。 在这项工作中,我们探讨如何将分布在几个国家的沃尔玛商店和办公室中可能出现的机票有效分配给工程师。具体地说,我们将讨论采用自动售票分配机器人如何有助于减少人类管理人员给工程师的票分配差异,并缩短平均票数解答时间,从而改进记者和工程师的经验。此外,机器人在不同的商业通信平台上发出催复通知并更新最新情况,以便及时跟踪机票;可以适当修改,以便在一些团队有特殊需求时提供人类干预。目前对瓦尔玛特各小组收集的数据进行的研究显示了我们的票的功效。