Software Support Process

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[[Category:Software Development Processes]]
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== Intro ==
== Intro ==
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This is one of the main functions
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CT2 Support Operation covers:
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== CT2 Support Work flow for any requests coming from any user ==
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* [[#Maintenance]]
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** (upgrades, releases, backups, monitoring, etc)
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* [[#Help Desk operation]]
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Request can be classified into:
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== Maintenance ==
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* releases: see [[CT2 Release Procedure]]
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 +
== Help Desk Operation ==
 +
 
 +
Help Desk requests can be classified into:
* bug reports
* bug reports
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* create new user / client company request
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* change request
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* new feature or change request
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* etc:
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* general questions and misc
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** create new user / client company request
 +
** general questions and misc
 +
 
 +
== Help Desk Diagram ==
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 +
See [[#Figure 1]].
 +
 
 +
== Help Desk Core activities ==
 +
 
 +
=== Initial Analysis ===
 +
 
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* analyze request
 +
* interview user/ email request for additional info if required
 +
* consult wiki to see if system behaves as defined in wiki spec or as defined by user (if system behaves as defined by wiki spec then it is not a bug it is a request for change)
 +
 
 +
If this is a bug:
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* consult Mantis to see if this bug is already posted to mantis
 +
* provide user with workaround if possible (if this is a bug)
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* try to reproduce (if this is a bug)
 +
 
 +
If this is not a bug no a change:
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* try to re-solve if possible
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 +
Escalate as required to right engineer: see [[#Resources]]
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=== Bug Report ===
 +
 
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* Bug Report must have:
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** good summary (one sentence describing bug, this will become "Mantis Summary" field / Release Notes summary)
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** good description
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** steps to reproduce
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** screen shots, etc
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** always reproducible? (Y/N)
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** priority (mantis field "T") defined
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** link to [[Parent Mantis]]
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** link to wiki spec to this component
 +
 
 +
=== Mantis ===
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Some support tasks require task to be created in mantis.
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 +
'''Do not forget to link to proper [[Parent Mantis]]!'''
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Each support task in mantis must be assigned to the person who is handling this task at the moment. [[Mantis#Status]] must be up to date.
 +
 
 +
All Support tasks are categorized into 3 mutually exclusive categories:
 +
* bugs
 +
* new components
 +
* changes to existing components
 +
* misc
 +
 
 +
=== Change Request ===
 +
 
 +
Requests for Change should initially go to the module owners, and then discussed at The CT2 Board meeting since they may impact other modules. The Board will then decide if they are necessary and should proceed for design and development.
 +
 
 +
Once approved mantis will be created and added to "Backlog" folder.
 +
 
 +
== Help Desk Level 0 ==
 +
 
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This is the "front end" of Support for any requests coming from Non NY Office Jaguar Users.
 +
 
 +
=== Resources===
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 +
* London CT2 Liaison
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* Paris CT2 Liaison
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* HK CT2 Liaison
 +
 
 +
=== Response times===
 +
TBD
 +
 
 +
=== Responsibilities and Workflow===
 +
 
 +
* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
 +
 
 +
== Help Desk Level 1 ==
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 +
This is the "front end" of Support for any requests coming from:
 +
* NY Office Jaguar Users OR
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* Client Users
 +
 
 +
=== Resources===
 +
* ''Denise'' - NY Support Coordinator/Engineer (denise@jaguarfreight.com)
 +
 
 +
=== Response times===
 +
TBD
 +
 
 +
=== Responsibilities and Workflow===
 +
 
 +
* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
 +
 
 +
== Help Desk Level 2 ==
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 +
=== Resources ===
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==== Kiev group ====
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* ''Roma'' - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
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* ''Andrei' - Support Engineer(gurzov@gmail.com)
 +
 
 +
==== NY group ====
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* ''Tira'' - Support Engineer (montira@jaguarfreight.com)
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* ''Paul'' - Support Engineer (paul@jaguarfreight.com)
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=== Responsibilities and Workflow ===
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* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
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* Create mantis if no mantis exists ( Kiev group: and add link between this issue and [http://mantis.jaguarfreight.com/mantis/view.php?id=1313 "Kiev Support tasks" parent mantis # 1313])
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 +
== Response times ==
-
At the moment all requests above follow same work flow - see below.
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* if priority is ''urgent'' then ''4 hours''
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* if priority is ''high'' then ''24''
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* if priority is ''medium'' then ''48 hours''
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* if priority is ''low'' then ''3 days''
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=== Non NY Office Jag Users ===
 
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* Contact local ''CT2 Business Analyst'' (Level 0). ''(If can not be resolved escalate to the next level)''
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== Figures ==
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* ihelp@jaguarfreight.com (''Marc Selter'') (Level 1).
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=== NY Office Jag Users ===
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=== Figure 1 ===
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[[File:SupportMarch23.jpg]]
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* ihelp@jaguarfreight.com (''Marc Selter'') (Level 1).
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== Doc History ==
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**''(If can not be resolved escalate to the next level)''
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* First draft. Submitted for approval.  --[[User:Alex|Alex]] 00:29, 12 March 2010 (UTC)
 +
* Re-designed. Submitted for approval. --[[User:Alex|Alex]] 17:02, 12 March 2010 (UTC)
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* Major re-design. --[[User:Alex|Alex]] 14:38, 22 July 2010 (EDT)
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* (''Tira, Paul, Alex, isales'') (Level 2)
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== Email Templates ==
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** isales - handle user/login tasks/issues, report scheduler, client company profile
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** Paul - handles more complex cases with user/login tasks/issues, report scheduler, Admin, server issues
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-
** Tira - handles issues related to Ops Pdfs, Client, Acc Sales
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** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc
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=== Client Users ===
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=== Request to forward change to module owner for approval ===
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Email ihelp@jaguarfreight.com
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This is a change. Please forward to Module Owner for approval. Regards, ...
-
Same as in [[#NY Office Jag Users]] - see above
+
===

Current revision as of 18:38, 22 July 2010


Contents

[edit] Intro

CT2 Support Operation covers:

[edit] Maintenance

[edit] Help Desk Operation

Help Desk requests can be classified into:

  • bug reports
  • change request
  • etc:
    • create new user / client company request
    • general questions and misc

[edit] Help Desk Diagram

See #Figure 1.

[edit] Help Desk Core activities

[edit] Initial Analysis

  • analyze request
  • interview user/ email request for additional info if required
  • consult wiki to see if system behaves as defined in wiki spec or as defined by user (if system behaves as defined by wiki spec then it is not a bug it is a request for change)

If this is a bug:

  • consult Mantis to see if this bug is already posted to mantis
  • provide user with workaround if possible (if this is a bug)
  • try to reproduce (if this is a bug)

If this is not a bug no a change:

  • try to re-solve if possible

Escalate as required to right engineer: see #Resources

[edit] Bug Report

  • Bug Report must have:
    • good summary (one sentence describing bug, this will become "Mantis Summary" field / Release Notes summary)
    • good description
    • steps to reproduce
    • screen shots, etc
    • always reproducible? (Y/N)
    • priority (mantis field "T") defined
    • link to Parent Mantis
    • link to wiki spec to this component

[edit] Mantis

Some support tasks require task to be created in mantis.

Do not forget to link to proper Parent Mantis!

Each support task in mantis must be assigned to the person who is handling this task at the moment. Mantis#Status must be up to date.

All Support tasks are categorized into 3 mutually exclusive categories:

  • bugs
  • new components
  • changes to existing components
  • misc

[edit] Change Request

Requests for Change should initially go to the module owners, and then discussed at The CT2 Board meeting since they may impact other modules. The Board will then decide if they are necessary and should proceed for design and development.

Once approved mantis will be created and added to "Backlog" folder.

[edit] Help Desk Level 0

This is the "front end" of Support for any requests coming from Non NY Office Jaguar Users.

[edit] Resources

  • London CT2 Liaison
  • Paris CT2 Liaison
  • HK CT2 Liaison

[edit] Response times

TBD

[edit] Responsibilities and Workflow

[edit] Help Desk Level 1

This is the "front end" of Support for any requests coming from:

  • NY Office Jaguar Users OR
  • Client Users

[edit] Resources

  • Denise - NY Support Coordinator/Engineer (denise@jaguarfreight.com)

[edit] Response times

TBD

[edit] Responsibilities and Workflow

[edit] Help Desk Level 2

[edit] Resources

[edit] Kiev group

  • Roma - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
  • Andrei' - Support Engineer(gurzov@gmail.com)

[edit] NY group

  • Tira - Support Engineer (montira@jaguarfreight.com)
  • Paul - Support Engineer (paul@jaguarfreight.com)

[edit] Responsibilities and Workflow

[edit] Response times

  • if priority is urgent then 4 hours
  • if priority is high then 24
  • if priority is medium then 48 hours
  • if priority is low then 3 days


[edit] Figures

[edit] Figure 1

File:SupportMarch23.jpg

[edit] Doc History

  • First draft. Submitted for approval. --Alex 00:29, 12 March 2010 (UTC)
  • Re-designed. Submitted for approval. --Alex 17:02, 12 March 2010 (UTC)
  • Major re-design. --Alex 14:38, 22 July 2010 (EDT)

[edit] Email Templates

[edit] Request to forward change to module owner for approval

This is a change. Please forward to Module Owner for approval. Regards, ...

[edit] =

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