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Revision as of 19:17, 27 March 2010 (edit) Alex (Talk | contribs) (→Bug Reports) ← Older edit		Current revision as of 18:38, 22 July 2010 (edit) (undo) Alex (Talk | contribs) (→Doc History)
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-	[[Category:PM (public)]]	+	[[Category:Software Development Processes]]
	== Intro ==		== Intro ==
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	CT2 Support Operation covers:		CT2 Support Operation covers:
-	* Maintenance of existing system (upgrades, backups, monitoring, etc)	+	* [[#Maintenance]]
-	* Help Desk operation	+	** (upgrades, releases, backups, monitoring, etc)
-	* Etc	+	* [[#Help Desk operation]]
		+
		+	== Maintenance ==
		+	* releases: see [[CT2 Release Procedure]]
		+
		+	== Help Desk Operation ==
	Help Desk requests can be classified into:		Help Desk requests can be classified into:
	* bug reports		* bug reports
-	* new feature or change request	+	* change request
-	* create new user / client company request	+	* etc:
-	* general questions and misc	+	** create new user / client company request
		+	** general questions and misc
-	== Diagram ==	+	== Help Desk Diagram ==
	See [[#Figure 1]].		See [[#Figure 1]].
-	== Help Desk Level 0 and 1 ==	+	== Help Desk Core activities ==
-	=== Help Desk Work flow for any requests coming from Non NY Office Jaguar Users ===	+	=== Initial Analysis ===
-	* Contact ''Local CT2 Liaison '' (Level 0).	+	* analyze request
-	**''(If can not be resolved escalate to Level 1)''	+	* 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)
-	* ihelp@jaguarfreight.com (''Rob, Denise'') (Level 1).	+	If this is a bug:
-	**''(If can not be resolved escalate to Level 2)''	+	* 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)
-	=== Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users ===	+	If this is not a bug no a change:
		+	* try to re-solve if possible
-	* ihelp@jaguarfreight.com (''Rob, Denise'') (Level 1).	+	Escalate as required to right engineer: see [[#Resources]]
-	** ''(If can not be resolved escalate to Level 2)''	+
-	== Help Desk Level 2 ==	+	=== Bug Report ===
-	* ''Marc Selter (Director of Operaions)''	+	* Bug Report must have:
-	* (If can not be resolved escalate to Level 3)	+	** 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
-	== Help Desk Level 3 ==	+	=== Mantis ===
-	* ''Paul'' - handles server issues, firewall issues, etc	+	Some support tasks require task to be created in mantis.
-	* ''Tira'' - handles issues related to Ops Pdfs, Client, Acc Sales modules	+
-	* ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules	+
-	All ''urgent'' issues must be handled at this level. ''high, medium, low'' could be escalated to Level 4.	+	'''Do not forget to link to proper [[Parent Mantis]]!'''
-	== Help Desk Level 4 ==	+	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.
-	=== Resources ===	+	All Support tasks are categorized into 3 mutually exclusive categories:
-	* Level 4 engineer A (''Andrei'')	+	* bugs
-	* Level 4 engineer B (''Roma'')	+	* new components
		+	* changes to existing components
		+	* misc
-	=== Response times ===	+	=== Change Request ===
-	* if priority is ''high'' then ''same day or morning of the next working day''	+	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.
-	* if priority is ''medium'' then ''24 hours''	+
-	* if priority is ''low'' then ''48 hours''	+
-	=== Responsibilities and Workflow ===	+	Once approved mantis will be created and added to "Backlog" folder.
-	* Issues are coming through email from Level 3 engineers	+	== Help Desk Level 0 ==
-	* Add link to this issue from [http://mantis.jaguarfreight.com/mantis/view.php?id=1893 0001893:Support Level 4 tasks (Kiev) ...... <parent mantis> ]	+
-	:* ''(this might be abolished in the future, now it is mandatory)''	+
-	* By this time most of issues have mantis	+
-	:* Create mantis if no mantis exists	+
-	* 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)''	+
-	== Bug Report ==	+	This is the "front end" of Support for any requests coming from Non NY Office Jaguar Users.
-	=== Step 1. Perform Initial Analysis ===	+	=== Resources===
-	To be handled by ''Level 0 and 1''.	+	* London CT2 Liaison
		+	* Paris CT2 Liaison
		+	* HK CT2 Liaison
-	* analyze request	+	=== Response times===
-	* interview user/ ask for additional info if required	+	TBD
-	* consult Mantis to see if this bug is already posted to mantis (if this is a bug)	+
-	* try to reproduce (if this is a bug)	+
-	* 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 - consult wiki to see if system behaves as defined in spec (then it is not a bug)	+
-	=== Step 2. Create Bug Report ===	+	=== Responsibilities and Workflow===
-	To be handled by ''Level 0 and 1''.	+	* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
-	* Bug Report must have:	+	== Help Desk Level 1 ==
-	** 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) ===	+	This is the "front end" of Support for any requests coming from:
		+	* NY Office Jaguar Users OR
		+	* Client Users
-	To be handled by ''Level 2''.	+	=== Resources===
		+	* ''Denise'' - NY Support Coordinator/Engineer (denise@jaguarfreight.com)
-	=== Step 4. Create Mantis and forward to development ===	+	=== Response times===
		+	TBD
-	To be handled by ''Level 3''.	+	=== Responsibilities and Workflow===
-	* create mantis	+	* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
-	* post into Bugs Inbox	+
-	== Change Requests ==	+	== Help Desk Level 2 ==
-	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.	+	=== Resources ===
-	== Figure 1 ==	+	==== Kiev group ====
		+	* ''Roma'' - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
		+	* ''Andrei' - Support Engineer(gurzov@gmail.com)
		+
		+	==== NY group ====
		+	* ''Tira'' - Support Engineer (montira@jaguarfreight.com)
		+	* ''Paul'' - Support Engineer (paul@jaguarfreight.com)
		+
		+	=== 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 [http://mantis.jaguarfreight.com/mantis/view.php?id=1313 "Kiev Support tasks" parent mantis # 1313])
		+
		+	== 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''
		+
		+
		+	== Figures ==
		+
		+	=== Figure 1 ===
	[[File:SupportMarch23.jpg]]		[[File:SupportMarch23.jpg]]
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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 ==
		+
		+	=== Request to forward change to module owner for approval ===
		+
		+	This is a change. Please forward to Module Owner for approval. Regards, ...
		+
		+	===

---

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] =