In order to save time in escalation and for development to understand the issue effectively, a Jira needs to be organized in the correct format. In addition the language needs to be very clear. If the problem is not understood then getting to a solution can take twice as long and can confuse the reader.
Particularly, on complex problems try your best to explain the issue and demonstrate the problem in the clearest terms possible.The majority of our Jiras that are created involve the program behaving in a way that is not intended. How well you report a bug directly effects how likely the programmer will fix it.
1) Make sure all the needed data for the Jira is there. This is the basic account information. Make sure to differentiate between the requester and the actual login. Also there is a field above the company with tags, tag the ticket appropriately.
2) Include all pertinent information in the Jira. This information is nearly always copied into the actual Jira. There is an existing macro that you can use "Jira Template", or you can make one yourself in Text Expander.
Issue: Focus on the "issue". The description needs to be just detailed enough to explain the problem clearly. A poorly written description will lead to confusion and delays. Detail out the issue early on in the ZD ticket, you can refine it later. Make sure when you are on the call or witnessing the problem in the account that you capture the relevant information.
Note the issue should describe the problem not the replication steps.
Troubleshooting: The area for troubleshooting is useful because it outlines what you have tried to rule out other issues. This saves time with your ticket being handed back to you.
STR: STR or Steps to Replicate is one of the most necessary parts of testing software. Describe the steps and symptoms, include error messages. Create it in a way where the programmer can reproduce it step by step.
Questions: This area is optional but you can use it find out unknown information for the support department.
Record Id: This is essential, this shows the exact location of the problem in the account. The file path to the record is a must.
Of note: Optional, can include other pertinent information like other tickets with similar issues if it is an emerging issue, or relevant historical factors that impact the ticket.
Kaner, C., Falk, J. & Nguyen, H. (1999). Testing computer software. New York: Wiley.