How to process RRT requests

Owned by Kateryna Senchenko
Last updated: Nov 09, 2023
2 min read
  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