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, but create Jira ticket with 0 SP estimation anyway 
   • 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. Put an RCA category for the ticket.
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? - Consider logging time spent for RRT work in a spreadsheet, or any other tool to get the clear picture on how much time it takes
2. Should we have the RCA for RRT tickets (need new and somewhat different categories)? - Start by assigning RCA to RRT tasks, if we need to add categories - ask PM to do so
3. Should we organize regular RRT retro meetings to brainstorm for action items or how to resolve outstanding issues? bi-weekly, monthly? - Set up a monthly meeting
4. Should we require step 2 to be done by FSE/Support people? - Yes, at least partially 
5. Should we organize additional DI training for Support to help with step 2? - Follow up with PO and FSE to clarify the agenda and schedule the time for KT