Software Support Process
From UG
(Difference between revisions)
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** ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules | ** ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules | ||
| - | == Bug Reports == | + | == How to Handle Bug Reports == |
=== Step 1. Perform Initial Analysis === | === Step 1. Perform Initial Analysis === | ||
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** priority / expected ETA defined | ** priority / expected ETA defined | ||
| - | === Step 3. Escalation (in some cases) | + | === Step 3. Escalation (in some cases) === |
To be handled by ''Level 2''. | To be handled by ''Level 2''. | ||
| - | === Step 4. Create Mantis and forward to development | + | === Step 4. Create Mantis and forward to development === |
To be handled by ''Level 3''. | To be handled by ''Level 3''. | ||
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* post into Bugs Inbox | * post into Bugs Inbox | ||
| - | == Requests for Change == | + | == How to Handle Requests for Change == |
TBD ??? | TBD ??? | ||
Revision as of 19:46, 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
- new feature or change request
- create new user / client company request
- general questions and misc
At the moment all requests above follow same work flow.
See #Figure 1.
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
How to Handle Bug Reports
Step 1. Perform Initial Analysis
To be handled by Level 0 and 1.
- 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)
- make sure it is a bug, not a change
- create Bug Report for Development
Step 2. Create Bug Report
To be handled by Level 0 and 1.
- Bug Report is ready for developer:
- good summary (one sentence describing bug, this is how it will appear in Release Notes)
- good description
- steps to reproduce
- screen shots, etc
- always reproducible? (Y/N)
- priority / expected ETA defined
Step 3. Escalation (in some cases)
To be handled by Level 2.
Step 4. Create Mantis and forward to development
To be handled by Level 3.
- create mantis
- post into Bugs Inbox
How to Handle Requests for Change
TBD ???
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)
Figure 1
