ODE Technical Support

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Summary:  

This page is intended to provide the detailed process and procedures for how the ODE Team will support the ODE Program and its various Stakeholders.

Requests for support will be handled by the ODE Team on a case-by-case/on-demand basis similar to the Tiered Support structure of a help desk system. All requests for support should be logged in GitHub Issue Tracker.

Cadence: 

The ODE Team operates in a 2-week Sprint Cadence. All requests for support will be recorded within GitHub & managed/tracked within Jira and each request will be properly aligned to a Sprint.

Summary: How to Request Support from the ODE Team:

ODE Stakeholders will use GitHub to formally request support from the ODE Team. GitHub's auto-notification service will alert the ODE Team to the request. Once the ODE Team receives the notification from GitHub, a Jira "issue" will be created to manage and track progress of the request as well as notifying/acknowledging receipt of the request to the Requester. Jira Tasks will use appropriate format as specified here:

For each support request from ODE Stakeholders, an initial evaluation will be conducted to understand the nature of the problem, validate the feasibility of request (i.e. can the ODE Team service the request?), and to conduct an initial estimation (in hours) of how long it will take to complete the request. For requests that are valid, feasible (actionable by the ODE Team), and are estimated to require more than two hours of work - approval from the PM & PO will be obtained first, prior to servicing the request.

The Request Process: 

Step 1		ODE Stakeholder creates a support request, for the ODE Team, in GitHub The ODE Team is subscribed to GitHub's auto-notification service and will be notified by email of the request Within 6-8 business hours of the GitHub request, the ODE Team will Acknowledge receipt/awareness of the Request within GitHub
Step 2		Upon receiving the GitHub notification, the ODE Team will: Create a corresponding Jira Task associated with the GitHub request (using the simplified Task format) Assign the Task to the Proper ODE Team POC that will service the Task Within 48 hours of being assigned the Task, the ODE Team member assigned to the Task will conduct an initial assessment (maximum 1/2 hour) to determine if the Team can service the request and to determine the level of effort (in hours) If the request can be completed by the Team - an initial estimation (in hours) will recorded If the request cannot be completed by the Team - the Requester will be notified
Step 2A		If the ODE Team determines it cannot service the request A message will be made within GitHub to alert the Requester or an email will be sent to the Requester, providing the explanation and a chance for the Requester to modify the Request The Jira Ticket will be updated: with comments, initial Triage time will be recorded, and the Jira Task will be closed if new information is received from the Requester, modifying the original request details, then either a new Ticket is created or the original Jira ticket will be re-opened
Step 2B		If the ODE Team determines that it can service the request then an initial estimation of the level of effort to complete the work will be recorded in the Jira Ticket. If the estimated level of effort to complete the work is 1-1/2 hours or less, then the work will be completed by the POC within 48 hours. if during the course of servicing the work the actual LOE is found to be higher than the original estimate, the process flow will revert back to step 2A.
Step 3A	<=2 hours	If the ODE Team estimates the level of effort to complete the work is 2 hours or less (including the initial triage time) then The work will be completed by the ODE Team within the next 48 hours if during the course of servicing the work the actual LOE is found to be higher than the original estimate, then the original estimate will be updated and the PM & PO will be notified for approval to continue working on the Request.
Step 3B	>2 hours	If the ODE Team estimates that the level of effort to complete the work is greater two hours (including the initial triage) then The PM & PO will be notified (by email) for approval to continue working on the Request If the request is denied, then a clone of the Jira Task will be added to the ODE Jira Backlog, the Requester will be notified, and the original Jira Task and GitHub request will be updated with any relevant information and closed.
Step 4		Upon completing the work, the ODE Team will notify the Requester update and close Jira with the proper documentation, comments and Actual hours worked update and close GitHub issue

Links: 

Task Format