How to process RRT requests

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)
   • Arrange a call with support to troubleshoot together if possible
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

Questions/Points to address:

1. Should we estimate tickets for investigation to keep track of how much capacity it takes?
2. Should we have the RCA for RRT tickets (need new and somewhat different categories)?
3. Should we require step 2 to be done by FSE/Support people?
4. Should we organize additional DI training for Support to help with step 2?