This guidance is to support technical team members and developers in understanding the workflow of the issue ticketing system in the Primero Support Hub.
It is critical that all help requests are appropriately logged and that requests from the different implementation sites are consolidated into a central register for knowledge sharing and sustainable support. We use the Support Hub as that register.
First it is worth understanding the levels of support. User and technical support for the application has been broken up into three categories: Level 1, Level 2, Level 3. The levels correspond to ascending difficulty in finding a solution to a problem:
Level 1: A user support problem that can be resolved either by training, guidance, or by a system administrator making a small change in the application.
Level 2: An issue that which can be resolved by a coordinator or a support staff with a deep understanding of the system.
Level 3: An issue which requires technological assistance from developers. Issues requiring level 3 support are those that affect work and requires an immediate code change and rollout to production (a “hotfix”), or an immediate upgrade to an operating system component.
The process will begin with Level 1 support, and will “escalate” up to Level 2 only when the issue/request cannot be addressed by Level 1 support providers. If the issue/request cannot be addressed by Level 2 support, it will be escalated to Level 3. Please follow the steps outlined below:
Step 1: The System Administrator would be tasked with monitoring their email and phone for incoming requests. When an incoming issue or request has been received, they are required to support troubleshooting the issue. They are requested to first use the Primero Support Hub and the Support Community to help resolve the issue. To do this they can search the Primero Support Hub and search/create a new topic in the Support Community for discussion. This level 1 support.
Step 2: If the System Administrator is unable to resolve the issue, they will escalate the issue to level 2. Level 2 issues are typically handled by the Technical Team/Coordinator or Primero Help Desk. Once a topic is created in the Support Community for discussion, one of these team members will be able to respond to the request directly in the topic.
Step 3: If the Technical Team/Coordinator or Primero Help Desk is unable to resolve the issue, they (and only they can) escalate the issue to level 3. To do this they will be able to push the discussion topic to the Jira Help Desk by clicking on Create Helpdesk request:
This will then prompt them to fill out a detailed form:
This detailed form would provide necessary information for the development team on the issue including the module the issue applies to, the country which reported the issue, a summary title of the issue, a detailed description of the issue and any screenshots of the error. The detailed description includes the version of the module, the URL of the application, a detailed description of the issue, a list of impacted users/roles and the browser that was used.
System administrators are requested to submit directly to the detailed form for those issues with personally identifiable information (PII). Technical Team members can create tickets directly into Jira by creating a new issue here. This bypasses Step 1, Step 2 and the above-mentioned description in Step 3.
Step 4: Once the issue has been created, this will be assigned to the appropriate vendor team (and the appropriate production support contract) for review and action.
Developer teams are able to comment directly on the ticket. Those comments are displayed in the topic on the Support Community to track the progress of the resolution. Any comments made on the topic will also prompt email notifications to the staff member who created the topic:
Note: Comments can also be shared internally only which will not appear on the community page in Jira. Comments that should not appear in the community will appear when the Deployment Specialist or Developer clicks Comment Internally in Jira.
Step 5: If the issue has been resolved but the change requires system time-down or training, the Primero Help Desk team will notify the Technical Team/Coordinators of the down-time and training. The Technical Team/Coordinators will notify the System Administrators/End-Users. The developer team will concurrently coordinate the merger of those code changes and will include the support request on their monthly invoices for production support (PSM).