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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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#confirmed_issue|Confirmed Issue]]
   * Marked as "Closed":
     * Send to customer ticket [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#upcoming_update|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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#upcoming_update|Upcoming Update]]
   * Issue is found but cannot be fixed immediately
     * Create a ticket in "ProMonitor Dev" detailing the issue.
     * Send to customer ticket [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#confirmed_issue|Confirmed Issue]]
   * Issue is not found
     * Send to customer ticket [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#review_in_progress|Review In Progress]]
     * Contact development team

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===== 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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#resolution_guide|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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#resolution_guide|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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#resolution_guide|Resolution Guide]]
   * Information is not found or feature missing:
     * Check if the feature is in "ProMonitor Dev"
     * Consult with the lead developer (Ronan)


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===== 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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#confirmation_new_feature|Confirmation of New Feature]]
   * Marked as "Closed":
     * Send to customer ticket [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#feature_implemented|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 [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#confirmation_new_feature|Confirmation of New Feature]]
   * Will Never be Done:
     * Send to customer ticket [[https://wiki.agentil-software.com/doku.php?id=internal:support:template#declining_requests|Declining Requests]]

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===== 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.