  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.
