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Revision as of 17:41, 22 July 2010 (edit) Alex (Talk | contribs) (→Intro) ← Older edit		Current revision as of 18:38, 22 July 2010 (edit) (undo) Alex (Talk | contribs) (→Doc History)
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	** create new user / client company request		** create new user / client company request
	** general questions and misc		** general questions and misc
-
-	=== Classification of tasks by Denise ===
-
-	Various type of tasks support engineer has to handle:
-
-	* read incoming ihelp emails
-	* accept incoming ihelp phone calls
-	* research ihelp e-mails & phone calls
-	* request feedback from MO & CT2 liaison's re the ihelp e-mail and/or phone call
-	* create mantis for new tasks, bugs & changes
	== Help Desk Diagram ==		== Help Desk Diagram ==
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	** link to [[Parent Mantis]]		** link to [[Parent Mantis]]
	** link to wiki spec to this component		** link to wiki spec to this component
-
-	=== 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 ===		=== Mantis ===
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	=== Resources===		=== Resources===
-	* ihelp@jaguarfreight.com	+	* ''Denise'' - NY Support Coordinator/Engineer (denise@jaguarfreight.com)
	=== Response times===		=== Response times===
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	== Help Desk Level 2 ==		== Help Desk Level 2 ==
-	=== Resources===	+	=== Resources ===
-	* ''Marc Selter (Director of Operaions)''	+
-	=== Response times===	+	==== Kiev group ====
-	TBD	+	* ''Roma'' - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
		+	* ''Andrei' - Support Engineer(gurzov@gmail.com)
-	=== Responsibilities and Workflow===	+	==== NY group ====
		+	* ''Tira'' - Support Engineer (montira@jaguarfreight.com)
		+	* ''Paul'' - Support Engineer (paul@jaguarfreight.com)
-	* main goal at this level is to review tasks	+	=== Responsibilities and Workflow ===
	* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]		* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
		+	* Create mantis if no mantis exists ( Kiev group: and add link between this issue and [http://mantis.jaguarfreight.com/mantis/view.php?id=1313 "Kiev Support tasks" parent mantis # 1313])
-	== Help Desk Level 3 ==	+	== Response times ==
-		+
-	=== Resources===	+
-		+
-	* ''Paul'' - handles server issues, firewall issues, etc	+
-	* ''SA''s - 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 ''urgent'' then ''4 hours''		* if priority is ''urgent'' then ''4 hours''
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	* if priority is ''low'' then ''3 days''		* if priority is ''low'' then ''3 days''
-	=== Responsibilities and Workflow ===
-
-	* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
-	* Create mantis if no mantis exists ( and add link between this issue and [http://mantis.jaguarfreight.com/mantis/view.php?id=1313 "Support Level 4 tasks" parent mantis # 1313])
-	* Once completed notify Level 3 by e-mail
	== Figures ==		== Figures ==
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	* First draft. Submitted for approval.  --[[User:Alex|Alex]] 00:29, 12 March 2010 (UTC)		* First draft. Submitted for approval.  --[[User:Alex|Alex]] 00:29, 12 March 2010 (UTC)
	* Re-designed. Submitted for approval. --[[User:Alex|Alex]] 17:02, 12 March 2010 (UTC)		* Re-designed. Submitted for approval. --[[User:Alex|Alex]] 17:02, 12 March 2010 (UTC)
		+	* Major re-design. --[[User:Alex|Alex]] 14:38, 22 July 2010 (EDT)
	== Email Templates ==		== Email Templates ==

---

Current revision as of 18:38, 22 July 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 Mantis 5.4 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 8.1.1 Kiev group 8.1.2 NY group 8.2 Responsibilities and Workflow 9 Response times 10 Figures 10.1 Figure 1 11 Doc History 12 Email Templates 12.1 Request to forward change to module owner for approval 13 =

[edit] Intro

CT2 Support Operation covers:

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

[edit] Maintenance

• releases: see CT2 Release Procedure

[edit] 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

[edit] Help Desk Diagram

See #Figure 1.

[edit] Help Desk Core activities

[edit] 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

[edit] 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 to this component

[edit] 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

[edit] 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.

[edit] Help Desk Level 0

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

[edit] Resources

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

[edit] Response times

TBD

[edit] Responsibilities and Workflow

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

[edit] Help Desk Level 1

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

• NY Office Jaguar Users OR
• Client Users

[edit] Resources

• Denise - NY Support Coordinator/Engineer (denise@jaguarfreight.com)

[edit] Response times

TBD

[edit] Responsibilities and Workflow

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

[edit] Help Desk Level 2

[edit] Resources

[edit] Kiev group

• Roma - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
• Andrei' - Support Engineer(gurzov@gmail.com)

[edit] NY group

• Tira - Support Engineer (montira@jaguarfreight.com)
• Paul - Support Engineer (paul@jaguarfreight.com)

[edit] Responsibilities and Workflow

• Follow: #Help Desk Core activities and #Figure 1
• Create mantis if no mantis exists ( Kiev group: and add link between this issue and "Kiev Support tasks" parent mantis # 1313)

[edit] Response times

• if priority is urgent then 4 hours
• if priority is high then 24
• if priority is medium then 48 hours
• if priority is low then 3 days

[edit] Figures

[edit] Figure 1

[edit] 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)
• Major re-design. --Alex 14:38, 22 July 2010 (EDT)

[edit] Email Templates

[edit] Request to forward change to module owner for approval

This is a change. Please forward to Module Owner for approval. Regards, ...

[edit] =