Software Support Process

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[[Category:PM (public)]]
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[[Category:Software Development Processes]]
== Intro ==
== Intro ==
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CT2 Support Operation covers:
CT2 Support Operation covers:
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* Maintenance
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* [[#Maintenance]]
** (upgrades, releases, backups, monitoring, etc)
** (upgrades, releases, backups, monitoring, etc)
-
* Help Desk operation
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* [[#Help Desk operation]]
== Maintenance ==
== Maintenance ==
-
TBD  // ??
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* releases: see [[CT2 Release Procedure]]
== Help Desk Operation ==
== Help Desk Operation ==
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* try to re-solve if possible  
* try to re-solve if possible  
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Escalate as required.
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Escalate as required to right engineer: see [[#Resources]]
=== Bug Report ===
=== Bug Report ===
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** always reproducible? (Y/N)
** always reproducible? (Y/N)
** priority (mantis field "T") defined
** priority (mantis field "T") defined
-
 
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** link to [[Parent Mantis]]
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=== Escalation ===
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** link to wiki spec to this component
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Escalation required if:
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* task is too complex for current level
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* current level is not supposed to handle this type of task
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-
 
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See [[#Figure 1]].
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=== Mantis ===
=== Mantis ===
Some support tasks require task to be created in mantis.
Some support tasks require task to be created in mantis.
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 +
'''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.
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.
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All Support tasks are categorized into 3 mutually exclusive categories:
All Support tasks are categorized into 3 mutually exclusive categories:
* bugs
* bugs
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* changes
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* new components
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* changes to existing components
* misc
* misc
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Based on this we have the following [[Mantis Project]] structure for CT2 Support:
 
-
 
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* CT2 (3) CT2 Customer Support (Help Desk)
 
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** Bugs InBox 
 
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** Change InBox
 
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** Support Misc
 
=== Change Request ===
=== Change Request ===
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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.
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.
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''' More detailed workflow required... ''' // ??
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Once approved mantis will be created and added to "Backlog" folder.
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== Help Desk Level 0 ==
== Help Desk Level 0 ==
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=== Responsibilities and Workflow===
=== Responsibilities and Workflow===
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 +
* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
== Help Desk Level 1 ==
== Help Desk Level 1 ==
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=== Resources===
=== Resources===
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* ihelp@jaguarfreight.com (''Rob, Denise'')  
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* ''Denise'' - NY Support Coordinator/Engineer (denise@jaguarfreight.com)
=== Response times===
=== Response times===
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=== Responsibilities and Workflow===
=== Responsibilities and Workflow===
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''(If can not be resolved escalate to Level 2)''
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 +
* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
== Help Desk Level 2 ==
== Help Desk Level 2 ==
-
 
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=== Resources===
 
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* ''Marc Selter (Director of Operaions)''
 
-
 
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=== Response times===
 
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TBD
 
-
 
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=== Responsibilities and Workflow===
 
-
 
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* If can not be resolved escalate to Level 3
 
-
 
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== Help Desk Level 3 ==
 
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=== Resources===
 
-
 
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* ''Paul'' - handles server issues, firewall issues, etc
 
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* ''Tira'' - handles issues related to Ops Pdfs, Client, Acc Sales modules
 
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* ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules
 
-
 
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=== Response times===
 
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TBD
 
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=== Responsibilities and Workflow===
 
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All ''urgent'' issues must be handled at this level. ''high, medium, low'' could be escalated to Level 4.
 
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== Help Desk Level 4 ==
 
=== Resources ===
=== Resources ===
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* Level 4 engineer A (''Andrei'')
 
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* Level 4 engineer B (''Roma'')
 
-
=== Response times ===
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==== Kiev group ====
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* ''Roma'' - Kiev Support Coordinator/Engineer (roman.lakhno@gmail.com)
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* ''Andrei' - Support Engineer(gurzov@gmail.com)
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* if priority is ''high'' then ''same day or morning of the next working day''
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==== NY group ====
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* if priority is ''medium'' then ''24 hours''
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* ''Tira'' - Support Engineer (montira@jaguarfreight.com)
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* if priority is ''low'' then ''48 hours''
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* ''Paul'' - Support Engineer (paul@jaguarfreight.com)
=== Responsibilities and Workflow ===
=== Responsibilities and Workflow ===
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* Follow: [[#Help Desk Core activities]] and [[#Figure 1]]
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* 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])
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* Issues are coming through email from Level 3 engineers
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== Response times ==
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* Add link to this issue from [http://mantis.jaguarfreight.com/mantis/view.php?id=1893 0001893:Support Level 4 tasks (Kiev) ...... <parent mantis> ]
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:* ''(this might be abolished in the future, now it is mandatory)''
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* if priority is ''urgent'' then ''4 hours''
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* By this time most of issues have mantis
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* if priority is ''high'' then ''24''
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:* Create mantis if no mantis exists
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* if priority is ''medium'' then ''48 hours''
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* By this time most of issues have some analysis / job done, see [[#Bug Report]] or [[#Change Request]]
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* if priority is ''low'' then ''3 days''
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:* review/complete analysis / job
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* Read "e-mail trail", read mantis, understand request
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* Email back questions as required
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* Once solution / resolution found respond by e-mail
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* E-mail back to Level 3
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:* ''(this might change n the future)''
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* For Bugs:
 
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** make sure [[#Bug Report]] is completed
 
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** if [[#Bug Report]] is completed and ready for developer:
 
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*** set bug task as "Completed" in Bugs Inbox mantis
 
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*** keep mantis assigned to Level 4 engineer who handled it
 
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*** post Note into Mantis indicating that "Bug Report is completed; task is ready for developer; request sender have been notified"
 
== 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)
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 +
== Email Templates ==
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 +
=== Request to forward change to module owner for approval ===
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 +
This is a change. Please forward to Module Owner for approval. Regards, ...
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 +
===

Current revision as of 18:38, 22 July 2010


Contents

[edit] Intro

CT2 Support Operation covers:

[edit] Maintenance

[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

[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

[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

[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

File:SupportMarch23.jpg

[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] =

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