Goals
The Support SIG works with libraries, Product owners and Developers to surface bugs effecting libraries that are, or will soon be, in production with the intent of:
- assuring system functionality
- surfacing issues that will effect future FOLIO development
- facilitating prioritization and resolution of P1-P3 level bugs in order that they be released in hotfixes
- improving specifications
- improving FOLIO
Definitions
- Bug:
- Specified functionality does not work as defined in User Story by Product Owner
- Spec Bug: Functionality does not work as assumed, but developers have delivered what the Product Owner defined in the User Story
- Critical Feature: Implicit functionality does not work. In cases where users would have assumed certain aspects of a feature, but these were not explicitly specified, then the reported bug will be treated as a Critical Feature. The PO will add the "support label". The customer priority field for Production libraries should be completed ie : Critical, Important, medium, low or not indicated.
- Feature: Functionality that was neither explicitly nor implicitly specified but that a Production or Implementing library would like. The "Support" label will not be used.
- . The RCA (root cause analysis) designation of these bugs is "Incomplete requirements"
Support Process for when a bug is created by in the Support project
- Bug is created in JIRA using the Support Project
- Support SIG reviews the Bug, gathers additional details if needed
- Assigns bug to the appropriate Dev team
- PO for the Dev team moves the Jira into the appropriate project
- PO adds the "Support' label if it does not already exist
Support Process for when a PO or Developer identifies a bug effecting affecting a Production library ....
- PO, or Developer create creates a bug in JIRA
- Using the Team Vs Module Matrix assign the appropriate Dev Team (to the best of your understanding)
- Add the "Support' label
- Add the Affected institution Institution - section of Jira
- If the issue is urgent the reporter should
- tag the relevant PO in the issue comments. If user is unable to determine the correct PO, then tag the FOLIO Lead PO
- Assign a "PI" priority - which notifies the Support SIG
- If applicable assign the RCA
Support Process for when a PO or Developer identifies a bug JIRA as a duplicate UXPROD
If a PO wants to close a bug as a duplicate of a UXPROD features they will add the "support" label to the existing JIRA and and for each institution that is impacted add them to the: Affected institution - section of Jira.
- If the issue is urgent the reporter should
- Assign a "PI" priority - which notifies the Support SIG