Software Support Process

From UG

Revision as of 17:52, 12 March 2010

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 ...

• 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 ....

Support Level 0 and 1

Support Level 2

Support Level 3

Change Reports

Tasks

Support Level 0 and 1

Support Level 2

Support Level 3

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)