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Step 1: Issue Reporting
Support requests or bug reports are submitted through the FOLIO Jira board in the [EUREKASUPPORTEUREKASUP] project.
Requesters must provide key details (description, reproduction steps, logs, environment, etc.).
The Eureka Team should be notified via the Slack channel (#eureka-support) or the RRT channel.
Step 2: Triage & Prioritization
Issues are classified into categories: Critical(P1), High(P2), Medium(P3), Low(P4).
P3 and P4 issues should be moved out of the board and put into the backlog or upcoming sprint.
P1 and P2 requests should moved to the “In Analyse” column
The Support Engineer assigns corresponding tags to the issue based on the requester
RRT(P1)
kitfox-blocker(P2-P4)
FSE(P2-P4)
eureka-community-issue(P2-P4)
The Product Owner (PO) and Team Lead review incoming tickets and move to the “To Do“ column.
Step 3: Assignment & Ownership
Support tasks are assigned to team members based on availability and expertise.
In progress can be only one ticket per Support Engineer.
Step 4: Investigation & Resolution
The assigned engineer investigates the reported issue.
If the bug is confirmed, the engineer proceeds with the fix and opens a sub-task if necessary.
If PR is required, should be created a separate ticket in the corresponding project.
Before moving the issue to the “In Review“ column, fulfill an RCA field in the Jira ticket.
Step 5: Testing & Validation
Once the issue is resolved, it is sent to the QA team for validation.
QA team runs tests to ensure the issue is fixed without causing regressions.
Step 6: Deployment & Communication
Resolved tickets are deployed to the appropriate environment.
Communicate resolution to the reporter or stakeholders.
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