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How to process RRT requests

How to process RRT requests

Nov 09, 2023

  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