Software Support Process

From UG

Contents 1 Intro 2 Help Desk Level 0 and 1 2.1 Help Desk Work flow for any requests coming from Non NY Office Jaguar Users 2.2 Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users 3 Help Desk Level 2 4 Help Desk Level 3 5 Bug Reports 5.1 Step 1. Perform Initial Analysis 5.2 Step 2. Create Bug Report 6 Requests for Change 7 Doc History 8 Figure 1

Intro

CT2 Support Operation covers:

• Maintenance of existing system (upgrades, backups, monitoring, etc)
• Help Desk operation
• Etc

Help Desk requests can be classified into:

• bug reports
• new feature or change request
• create new user / client company request
• general questions and misc

At the moment all requests above follow same work flow.

See #Figure 1.

Help Desk Level 0 and 1

Help Desk Work flow for any requests coming from Non NY Office Jaguar Users

• Contact Local CT2 Liaison (Level 0). (If can not be resolved escalate to Level 1)

• ihelp@jaguarfreight.com (Rob, Denise) (Level 1). (If can not be resolved escalate to Level 2)

Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users

• ihelp@jaguarfreight.com (Rob, Denise) (Level 1). (If can not be resolved escalate to Level 2)

Help Desk Level 2

Marc Selter

Help Desk Level 3

• • Paul - handles server issues, firewall issues, etc
  • Tira - handles issues related to Ops Pdfs, Client, Acc Sales modules
  • Alex - handles issues related to Ops Reps, Ops, Acc Non Sales modules

Bug Reports

Step 1. Perform Initial Analysis

To be handled by Level 0 and 1.

• analyze request
• interview user/ ask for additional info if required
• try to reproduce
• 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
• create Bug Report for Development

Step 2. Create Bug Report

To be handled by Level 0 and 1.

• Bug Report is ready for developer:
  • 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)

To be handled by Level 2.

=== Step 4. Create Mantis and forward to development

To be handled by Level 3.

• create mantis
• post into Bugs Inbox

Requests for Change

TBD ???

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)

Figure 1