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How to process RRT requests

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  1. Monitor RRT Teams channel for DI and Inventory issues
  2. When issue is reported - ask for additional details, include them in the Teams channel
    • Steps to reproduce/file/profile
    • Logs
    • Is it reproducing on latest Bugfest and snapshot envs
  3. Try to resolve right away if possible 
    • Known issue - provide link to existing Jira ticket
    • Obvious problem with file/profile - help to correct (consider creating an improvement ticket for future)
    • Known problems with data - provide the scripts to correct that (for cases when data was created either directly by executing SQL scripts or using -storage APIs bypassing the business logic module) - consider creating an improvement ticket for future
    • Provide a workaround (consult PO for workaround if needed)
  4. If the problem is not obvious and requires investigation - create a Jira task so that it can be tracked on our board (do not include logs). Estimate as 0 SP. Continue investigation in scope of that task
  5. If several tickets/requests are open - address by priority (consult with PO/TL for priorities)
  6. DoD for RRT investigation task (that is set to 0 SP)
    • Issue for the customer is resolved if that was possible
    • Workaround provided if applicable
    • Action item is formulated (new task or bug is created to estimate and plan to address in future development)
    • Appropriate comment with explanation of the root cause added in the RRT ticket
    • Appropriate comment also provided in the Teams channel
    • Library confirms that thread can be closed
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