Software Support Process

From UG

Revision as of 14:36, 17 May 2010 (edit) Alex (Talk | contribs) (→Bug Report) ← Older edit		Revision as of 14:37, 17 May 2010 (edit) (undo) Alex (Talk | contribs) (→Bug Report) Newer edit →
Line 53:		Line 53:
	** always reproducible? (Y/N)		** always reproducible? (Y/N)
	** priority (mantis field "T") defined		** priority (mantis field "T") defined
-	** link to [[parent mantis]]	+	** link to [[Parent Mantis]]
	** link to wiki spec		** link to wiki spec

---

Revision as of 14:37, 17 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
  • link to Parent Mantis
  • link to wiki spec

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.

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

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

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

• Follow: #Help Desk Core activities and #Figure 1

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

• Follow: #Help Desk Core activities and #Figure 1

Help Desk Level 2

Resources

• Marc Selter (Director of Operaions)

Response times

TBD

Responsibilities and Workflow

• main goal at this level is to review tasks
• Follow: #Help Desk Core activities and #Figure 1

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

• Follow: #Help Desk Core activities and #Figure 1
• Create mantis if no mantis exists ( and add link between this issue and "Support Level 4 tasks" parent mantis # 1313)
• Once completed notify Level 3 by e-mail

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)