Software Support Process

From UG

Revision as of 16:13, 12 May 2010 (edit) Alex (Talk | contribs) (→Resources) ← Older edit		Revision as of 16:23, 12 May 2010 (edit) (undo) Alex (Talk | contribs) Newer edit →
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	* ''Paul'' - handles server issues, firewall issues, etc		* ''Paul'' - handles server issues, firewall issues, etc
-	* ''Tira'' - handles issues related to Ops Pdfs, Client, Acc Sales modules	+	* ''SA''s - handle all other issues
-	* ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules	+
	=== Response times===		=== Response times===
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	=== Responsibilities and Workflow===		=== Responsibilities and Workflow===
-	All ''urgent'' issues must be handled at this level. ''high, medium, low'' could be escalated to Level 4.	+	* See [[#Help Desk Core activities]].
		+	* All ''urgent'' issues must be handled at this level. ''high, medium, low'' could be escalated to Level 4.
	== Help Desk Level 4 ==		== Help Desk Level 4 ==
Line 159:		Line 159:
	=== Responsibilities and Workflow ===		=== Responsibilities and Workflow ===
-	* Issues are coming through email from Level 3 engineers	+	* Issues are coming through email (or mantis or both) from Level 3 engineers
-	* Add link to this issue from [http://mantis.jaguarfreight.com/mantis/view.php?id=1893 0001893:Support Level 4 tasks (Kiev) ...... <parent mantis> ]	+	* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
-	:* ''(this might be abolished in the future, now it is mandatory)''	+	* Create mantis if no mantis exists
-	* By this time most of issues have mantis	+	* Add link to this issue from [http://mantis.jaguarfreight.com/mantis/view.php?id=1893 this parent]
-	:* Create mantis if no mantis exists	+	* Once completed notify Level 3 by e-mail3
-	* By this time most of issues have some analysis / job done, see [[#Bug Report]] or [[#Change Request]]	+
-	:* review/complete analysis / job	+
-	* Read "e-mail trail", read mantis, understand request	+
-	* Email back questions as required	+
-	* Once solution / resolution found respond by e-mail	+
-	* E-mail back to Level 3	+
-	:* ''(this might change n the future)''	+
-		+
-	* For Bugs:	+
-	** make sure [[#Bug Report]] is completed	+
-	** if [[#Bug Report]] is completed and ready for developer:	+
-	*** set bug task as "Completed" in Bugs Inbox mantis	+
-	*** keep mantis assigned to Level 4 engineer who handled it	+
-	*** post Note into Mantis indicating that "Bug Report is completed; task is ready for developer; requester have been notified (for example if this came as an escalation from level 3 engineer X then he is a requester)"	+
	== Figures ==		== Figures ==

---

Revision as of 16:23, 12 May 2010

Contents 1 Intro 2 Maintenance 3 Help Desk Operation 4 Help Desk Diagram 5 Help Desk Core activities 5.1 Initial Analysis 5.2 Bug Report 5.3 Escalation 5.4 Mantis 5.5 Change Request 6 Help Desk Level 0 6.1 Resources 6.2 Response times 6.3 Responsibilities and Workflow 7 Help Desk Level 1 7.1 Resources 7.2 Response times 7.3 Responsibilities and Workflow 8 Help Desk Level 2 8.1 Resources 8.2 Response times 8.3 Responsibilities and Workflow 9 Help Desk Level 3 9.1 Resources 9.2 Response times 9.3 Responsibilities and Workflow 10 Help Desk Level 4 10.1 Resources 10.2 Response times 10.3 Responsibilities and Workflow 11 Figures 11.1 Figure 1 12 Doc History

Intro

CT2 Support Operation covers:

• Maintenance
  • (upgrades, releases, backups, monitoring, etc)
• Help Desk operation

Maintenance

• releases: see CT2 Release Procedure

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

Help Desk Diagram

See #Figure 1.

Help Desk Core activities

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

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

Escalation

Escalation required if:

• task is too complex for current level
• current level is not supposed to handle this type of task

See #Figure 1.

Mantis

Some support tasks require task to be created in 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
• changes
• misc

Based on this we have the following Mantis Project structure for CT2 Support:

• CT2 (3) CT2 Customer Support (Help Desk)
  • Bugs InBox
  • Change InBox
  • Support 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.

More detailed workflow required... // ??

Help Desk Level 0

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

Resources

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

Response times

TBD

Responsibilities and Workflow

Help Desk Level 1

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

• NY Office Jaguar Users OR
• Client Users

Resources

• ihelp@jaguarfreight.com

Response times

TBD

Responsibilities and Workflow

See #Help Desk Core activities.

Help Desk Level 2

Resources

• Marc Selter (Director of Operaions)

Response times

TBD

Responsibilities and Workflow

• If can not be resolved escalate to Level 3

Help Desk Level 3

Resources

• Paul - handles server issues, firewall issues, etc
• SAs - handle all other issues

Response times

TBD

Responsibilities and Workflow

• See #Help Desk Core activities.
• All urgent issues must be handled at this level. high, medium, low could be escalated to Level 4.

Help Desk Level 4

Resources

• Level 4 engineer A (Andrei)
• Level 4 engineer B (Roma)

Response times

• if priority is high then same day or morning of the next working day
• if priority is medium then 24 hours
• if priority is low then 48 hours

Responsibilities and Workflow

• Issues are coming through email (or mantis or both) from Level 3 engineers
• Follow: #Help Desk Core activities and #Figure 1
• Create mantis if no mantis exists
• Add link to this issue from this parent
• Once completed notify Level 3 by e-mail3

Figures

Figure 1

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)