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Methodology Guide

Processes and steps we should follow when managing support tickets through Jira.

Bugs Reporting

Step 1: Verify Bug Status

/!\ Carefully read the ticket. /!\

Before taking any action, check if the bug is already under investigation in “ProMonitor Dev”:

Marked as “Work in Progress”:

Send to customer ticket Confirmed Issue

Marked as “Closed”:

Send to customer ticket Upcoming Update

If not listed, proceed to the next step.

Step 2: Analyze Client Data

Examine the logs and other data provided by the client to determine if the issue might originate from their end.

Step 3: Reproduce the Bug

Attempt to reproduce the bug based on the client's description to confirm its presence and gather more details.

Issue is found and can be fixed

Create a ticket in “ProMonitor Dev” detailing the issue.

Push the fix to SVN with the Ticket ID and name.

Send to customer ticket Upcoming Update

Issue is found but cannot be fixed immediately

Create a ticket in “ProMonitor Dev” detailing the issue.

Send to customer ticket Confirmed Issue

Issue is not found

Send to customer ticket Review In Progress

Contact development team

Support & Help

Step 1: In-depth Ticket Review

/!\ Carefully read the ticket. /!\

Pay close attention to details; even a single word, such as “NetWeaver Report” can significantly alter the investigation.

Verify all attached screenshots to ensure alignment with the client's description of the issue.

Step 2: Clarify Unknown Terms

If the ticket contains unfamiliar terms that are not overly generic, use Google to better understand them.

Example term to check: “SAP XXXXX”.

Step 3: Consult the Internal Wiki

Search our internal knowledge base at http://wiki.agentil-software.com to find existing documentation on the topic.

Note: Documentation may not always be up-to-date.

If information is found on the wiki:

Send to customer ticket Resolution Guide

Step 4: Code Analysis

If lacking access to source code and the issue is not documented on the wiki:

Contact the development team.

To understand how it works, read the source code and analyze the relevant sections related to the issue, such as:

SAPXXXXXXMonitorJob.java SAPXXXXXXMonitorJobRunner.java

Focus on the sections of code directly related :

Functions Methods Variables Dto

Verify if they use the same names as those mentioned in the question. Then, carefully read the conditional statements that determine the flow of execution.

If information is found:

Send to customer ticket Resolution Guide

Step 5: Handle Special Cases

Some systems, such as the reporting system, have their unique procedures. In such cases, check the following:

ReportJob ReportJobRunner

Information is found:

Send to customer ticket Resolution Guide

Information is not found or feature missing:

Check if the feature is in “ProMonitor Dev”

Consult with the lead developer (Ronan)

New Feature Requests

Step 1: Check Existing Plans

Determine if the feature request is already noted in Jira “ProMonitor Dev”.

Marked as “Work in Progress”:

Send to customer ticket Confirmation of New Feature

Marked as “Closed”:

Send to customer ticket Feature Implemented

Step 2: Check for Adding to Plans

If not found on Jira, consult with the lead developer (Ronan).

Added to Planning:

Send to customer ticket Confirmation of New Feature

Will Never be Done:

Send to customer ticket Declining Requests

Additional Tips

Understanding Rules, Periods, and Scheduling

period = 0: Refers to the last time frame. When -> period < schedule: Indicates potential data loss since some data will be never readed Aggregate: Memory is keeped between each schedule, adjusted according to the period. Alarm Disable: Exclude matchin value from analysis after this setting NOT BEFORE.

Global Knowledge

Report: Function available in ProMonitor v6 that facilitates report generation.

Documentation and Updates: Always keep the Jira ticket updated with your actions and findings. Refer to the internal documentation and training materials for more detailed guidelines.