[SOP Request] Respond to Bug Issues

[erikhedman]

SOP topics

Technical infrastructure & software development

SOP type

European-level

SOP Title

Respond to Bug Issues

Detailed Description

1. Create ticket for handling incoming bug issue

2. Assign ticket to a helpdesk member

3. Identify which product has a bug

• Look at the GDI list of supported software and the documentation on where to report bugs for the respective software.

4. Direct the user to the right place for reporting the bug

• If a product does not have an issue tracker for reporting bugs, the helpdesk member should contact the development team responsible for the product to find out how to report the bug.

5. Close the ticket

• Inform the user to contact the helpdesk again to re-open the issue if the bug cannot be sorted out elsewhere.

Motivation

It is important that GDI supports bug reporting for the software being used in the infrastructure to make sure that the GDI services can be provided.

GDI must have a list on all supported software and it should be defined who is responsible for handling bug issues.

Existing Procedures or References

It should be a similar or possibly the same SOP for feature requests.

Impact

This SOP should guarantee that all bug reports coming from users are taken care of, regardless of which GDI software the bug concerns.

It will not be possible to use the bugs reported to the helpdesk as a metric for total number of bugs in GDI, since bugs will also be reported separately for each product.

Stakeholders

• GDI developers

Additional Information

No response

Requester GDI role

Yes

Requester GDI Node

Swedish GDI node

Confirmation

• I have searched the existing SOPs and this request does not duplicate an existing SOP.
• I understand that submitting this request does not guarantee the creation of the SOP.