Troubleshooting
Goals
The third step of the Application Maintenance process is troubleshooting. For managing the applications and setting up the goal of the business to be successful, the EA team needs to solve and fix the existing application issues and bugs in order for the production works smoothly. After analysis of the issue either discussed with the users or reported by users, Enterprise Team starts the Problem-solving activity. After analyzing the ticket, the EA team needs to check the impact of the current system and need to take the latest source code from GitHub, and start Problem-solving.
2. Scope
Working instruction covers enterprise application employees in Europe.
Responsibility
EA team: It participates in solving the ticket.
Manager: He can monitor the troubleshooting and if there is a problem, he can brainstorm solutions.
User: He can communicate with the developer, if there is a misunderstanding with the ticket details.
Process
After analyzing the ticket from Jira, EA Team starts solving the problem. EA Team also emphasizes the priority of the tickets, references emails, and discusses the solution with the manager, if required then it can propose a meeting. After discussion, the developer understands the scenario. After understanding the scenario developer pulls the updated source code from GitHub and starts coding and fixing the problem. The developer needs to make sure when he needs to push source code to GitHub code and the source code should be built successfully. After fixing the issue, the developer starts the testing based on the previous scenario. Developer also is responsible for maintaining the production, and the test source code should be in a separate environment from the release code. The manager starts the code review and tests together with the team and notifies the user after testing is successful. The manager downloads the template Software Validation from SharePoint. The manager will fill the software validation template with the users and after reviewing the changes, the users sign the Software validation form.
Here the important step is the communication between the developer and the requestor group. The next thing is that there can be a status change: for example, the ticket can go from waiting to idle and open to closed. The last possible action in this step is that there can be a ticket escalation change. For instance, the ticket can go to the second level of support which is the Scrum team - Technical debt.
During the solution of the ticket, there are three possible scenarios.
1. The issue can be easily fixed within one hour and it involves only one occurrence. Then the issue is immediately involved and the ticket is closed through Jira System.
2. The issue takes more than 2 days. In case of complexity, the team may need more days to solve the problem. These tickets will escalate to a second level of support which is the Scrum team. They will be registered as product backlog items in the epic category - Technical Debt.
3. The EA Team will brainstorm regarding the issue in a stand-up meeting and then a priority is set in Jira and based on this priority, EA Specialist starts developing or bug fixing.
· Low Priority
· High Priority
· Medium Priority
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