Software Support Process
From UG
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* make sure mantis is created | * make sure mantis is created | ||
* make sure bug has a good description: | * make sure bug has a good description: | ||
| - | + | ** steps to reproduce | |
| - | + | ** screen shots, etc | |
* investigate priority / expected ETA | * investigate priority / expected ETA | ||
Revision as of 17:50, 12 March 2010
Contents |
Intro
CT2 Support Operation covers:
- Maintenance of existing system (upgrades, backups, monitoring, etc)
- Help Desk operation
- Etc
Help Desk requests can be classified into:
- bug reports
- create new user / client company request
- new feature or change request
- general questions and misc
At the moment all requests above follow same work flow - see below.
Help Desk Level 0 and 1
Help Desk Work flow for any requests coming from Non NY Office Jaguar Users
- Contact Local CT2 Liaison (Level 0). (If can not be resolved escalate to Level 1)
- ihelp@jaguarfreight.com (Rob, Denise) (Level 1). (If can not be resolved escalate to Level 2)
Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users
- ihelp@jaguarfreight.com (Rob, Denise) (Level 1). (If can not be resolved escalate to Level 2)
Help Desk Level 2
Marc Selter
Help Desk Level 3
- Paul - handles server issues, firewall issues, etc
- Tira - handles issues related to Ops Pdfs, Client, Acc Sales modules
- Alex - handles issues related to Ops Reps, Ops, Acc Non Sales modules
Bug Reports
Tasks
- analyze request
- interview user/ ask for additional info if required
- try to reproduce
- try to re-solve if possible (if this is not a bug)
- provide user with workaround if possible (if this is a bug)
- is this actually a change, not bug? If yes, then escalate
- make sure mantis is created
- make sure bug has a good description:
- steps to reproduce
- screen shots, etc
- investigate priority / expected ETA
- if bug can not be reproduced then ....
