Software Support Process
From UG
Contents |
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 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
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 urgent then 4 hours
- if priority is high then 24
- if priority is medium then 48 hours
- 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 "Support Level 4 tasks" parent mantis # 1313)
- Once completed notify Level 3 by e-mail
Figures
Figure 1
