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
See diagram on #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
How to Handle 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
How to Handle Requests for Change
TBD ???
Figure 1
