Software Support Process
From UG
Contents |
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
Diagram
See #Figure 1.
Help Desk Level 0
This is the "front end" of Support for any requests coming from Non NY Office Jaguar Users.
Resources
Response times
Responsibilities and Workflow
- Contact Local CT2 Liaison (Level 0).
- (If can not be resolved escalate to Level 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 (Rob, Denise)
Response times
TBD
Responsibilities and Workflow
(If can not be resolved escalate to Level 2)
Help Desk Level 2
Resources
- Marc Selter (Director of Operaions)
Response times
TBD
Responsibilities and Workflow
- If can not be resolved escalate to Level 3
Help Desk Level 3
Resources
- 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
Response times
TBD
Responsibilities and Workflow
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 high then same day or morning of the next working day
- if priority is medium then 24 hours
- if priority is low then 48 hours
Responsibilities and Workflow
- Issues are coming through email from Level 3 engineers
- Add link to this issue from 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)
- For Bugs:
- make sure #Bug Report is completed
- if #Bug Report is completed and ready for developer:
- set bug task as "Completed" in Bugs Inbox mantis
- keep mantis assigned to Level 4 engineer who handled it
- post Note into Mantis indicating that "Bug Report is completed; task is ready for developer; users have been notified"
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.
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
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
All Support tasks are categorized into 3 mutually exclusive categories:
- bugs
- changes
- misc
Based on this we have the following Mantis Project structure for CT2 Support:
- CT2 (3) CT2 Customer Support (Help Desk)
- Bugs InBox
- Change InBox
- Support Misc
Some support tasks will be resolved without being recorded in 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.
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.
More detailed workflow required... // ??
Figures
Figure 1
