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

  1. Determine urgency of defect
    • Application Operations will discuss urgency with client during initial troubleshooting
      • Urgency should be determined based on the following criteria:
        1.  Deadline of impacted business processes 
        2. Work around currently available
  2. Create the defect record in JIRA
    1. Open JIRA
    2. Select Projects
    3. Select View all Projects
    4. 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
    5. Select the name of the desired product/project to open the board
    6. Select Create
    7. Change the issue type to Bug
    8. Add a descriptive title of the defect in the Summary field
    9. 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
    10. 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
    11. Set Label to Production_Incident
    12. Select Create
    13. If this was a ticket, add the JIRA issue number to the TDX ticket
  3. Assign the defect according to its urgency
    • If the defect needs to be resolved this sprint:
    1. Contact the deployment team in the appropriate team channel in Slack
      • #east @team-east
      • #iterators @iterators-team
      • #optimizers @optimizers-team
      • #sharks @sharks-team
    2. Provide the defect description 
    3. Provide the JIRA issue number to be added to current sprint
    4. If reported through a TDX ticket, assign the TDX ticket to the team
      • If there is not a ticket, create a ticket 
    5. 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:
    1. Contact the deployment team in the appropriate team channel in Slack
      • #east @team-east
      • #iterators @iterators-team
      • #optimizers @optimizers-team
      • #sharks @sharks-team
    2. Explain that a defect needs to be added to the next sprint for the team identified in the asset
    3. Provide the issue number to be added to backlog for prioritization in the next sprint
    4. If reported through a TDX ticket, assign the TDX ticket to the team
      • If there is not a ticket, create a ticket 
    5. 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:
    1. Contact the client and explain that we have logged the defect for future resolution, but that it will not be resolved immediately
    2. Notify the asset owner that we have created the defect and are closing the ticket
    3. If reported through a TDX ticket, close the TD ticket
    4. 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
    5. 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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