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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.
Jira Legacy
server System Jira
serverId 01505d01-b853-3c2e-90f1-ee9b165564fc
key TEMP-34
Support request template

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)

Critical (P1):

High (P2):

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Internal Communication:

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