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Support requests are submitted through the FOLIO Jira board in the [EUREKASUP] 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.
The support engineer should create a Jira task to cover RRT activities(without details, logs, etc.).
If communication in channels or questions from stakeholders takes 1 hour or more - create a corresponding ticket to track this activity.
Support request templateJira Legacy server System Jira serverId 01505d01-b853-3c2e-90f1-ee9b165564fc key TEMP-34
Step 2: Triage & Prioritization
PO is responsible for the classification of incoming issues into categories: Critical(P1), High(P2), Medium(P3), and Low(P4).
The support engineer should notify the PO about the RRT issue and tag the PO in the RRT chat conversation.
Support Engineer together with a TeamLead can prioritize other non-RRT support activities.
P3 and P4 issues should be moved out of from the board and put into the backlog or upcoming sprint. Also, a project for a ticket should be changed from the EUREKASUP to the most relevant one. PO will be responsible for prioritizing it.
P1 and P2 requests should moved to the “To Do” column after the initial analysis.
The Support Engineer assigns corresponding tags to the issue based on the requester
RRT
kitfox-blocker
FSE
PTF
eureka-community-issue
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The assigned engineer investigates the reported issue.
If the bug is confirmed, the engineer proceeds with the fix and opens a sub-task or stories 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.
The support engineer should provide a comment describing the issue and how it was resolved. If needed, this information should also be added to the wiki page (Not applicable for RRT).
Step 5: Testing & Validation
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The Team Lead serves as the backup engineer, stepping in to provide coverage if the primary support engineer is unavailable.
SLAs (Service Level Agreements)
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Response: Within 1 hour
Resolution: Within 24 hours
High (P2):
Response: Within 1 hours
Resolution: Within 48 hours
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Communication Guidelines
Internal Communication:
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Complex issues requiring architectural changes are escalated to the lead developers or technical architects.
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Contact Information
Provide contact details for the key members involved in support activities.
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