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SSOT: SolDel Development
SolDel: Defect Tracking
Procedure: Defect Tracking / Report a defect in a product
Procedure: Defect Tracking / Report a defect in a product
Tags
SOP
Objective
To provide instruction on reporting a defect in a product
Scope
Defects are defined as bugs found in test or production applications developed by Solution Delivery
This article specifically addresses bugs found in production applications developed by Solution Delivery
User
Solution Delivery
Environment
10277: JIRA Issue Tracker
JIRA
167043: Slack
10374: TeamDynamix (TDX)
Procedure
Determine urgency of defect
Application Operations will discuss urgency with client during initial troubleshooting
Urgency should be determined based on the following criteria:
Deadline of impacted business processes
Work around currently available
Create the defect record in JIRA
Open JIRA
Select
Projects
Select
View all Projects
Search for the name of the product/project board
If a board does not exist for the product or has not been converted from a project board to a product board, contact Application Operations to create or update the JIRA board
Select the name of the desired product/project to open the board
Select
Create
Change the issue type to
Bug
Add a descriptive title of the defect in the Summary field
Provide a thorough description of the defect using all known information, including the reason it is considered to be a defect
If the bug was reported through a TDX ticket, add the ticket number to the record
Set
Priority (If priority field not showing on screen, select "Configure Fields" and select Priority to enable field on the form)
If the asset owner determined that the work needed to be completed in this sprint or the next sprint, set priority to
Major
Set Label to
Production_Incident
Select
Create
If this was a ticket, add the JIRA issue number to the TDX ticket
Assign the defect according to its urgency
If the defect needs to be resolved this sprint:
Contact the deployment team in the appropriate team channel in Slack
#east @team-east
#iterators @iterators-team
#optimizers @optimizers-team
#sharks @sharks-team
Provide the defect description
Provide the JIRA issue number to be added to current sprint
If reported through a TDX ticket, assign the TDX ticket to the team
If there is not a ticket, create a ticket
Assist the team Scrum Master and Business Analyst to determine if an appropriate communication about the defect is needed. IT Comms can also be consulted and contacted for assistance
If the defect needs to be resolved by the next sprint:
Contact the deployment team in the appropriate team channel in Slack
#east @team-east
#iterators @iterators-team
#optimizers @optimizers-team
#sharks @sharks-team
Explain that a defect needs to be added to the next sprint for the team identified in the asset
Provide the issue number to be added to backlog for prioritization in the next sprint
If reported through a TDX ticket, assign the TDX ticket to the team
If there is not a ticket, create a ticket
Assist the team Scrum Master and Business Analyst to determine if an appropriate communication about the defect is needed. IT Comms can also be consulted and contacted for assistance
If the defect is not urgent:
Contact the client and explain that we have logged the defect for future resolution, but that it will not be resolved immediately
Notify the asset owner that we have created the defect and are closing the ticket
If reported through a TDX ticket, close the TD ticket
Assist the team Scrum Master and Business Analyst to determine if an appropriate communication about the defect is needed. IT Comms can also be consulted and contacted for assistance
The Scrum Master, Business Analyst, and team will facilitate the creation of a Known Error Record in the Knowledge Base about the defect and any work arounds available
Note
Use the follow query to select
Prioritized Defects
in JIRA for team boards:
issuetype = Bug AND priority >= Major AND resolution = Unresolved
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