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Requesting Tier II Bug Testing on a Help Desk Ticket/Email

Requesting Tier II Bug Testing on a Help Desk Ticket/Email

When the Help Desk receives a request for assistance either via email or ticket, and they are unable to reproduce/answer the question, or they need help verifying if a bug is the issue, these steps should be followed.

Requesting Additional Testing

Help Desk staff

  1. Always try to recreate the bug in a lower environment.

    1. The lower environment needs to mirror the version that is in production.

      1. Confirm that environment between TRAIN or Configuration based on the data refreshed date or the date included in the build # at the bottom of MiEHDWIS.

  2. If you are unable to answer/replicate the problem, use best judgement on the following options:

    1. Create an internal note on the ticket and @mention the Tier II tech support. (currently Jessica)

      1. Explain what you need help determining and what program area(s) need to be tested.

    2. Reach out to the configuration team by mentioning “@configurationteam” via MiEHDWIS Configuration | EGLE-Teams-DWEHD-Data-Applications-Support-Unit | Microsoft Teams

      1. Include a link to the original ticket, explain what you need help determining and what program area(s) are affected.

    3. If an email creates a need for Tier 2, please forward the email to Jessica.

      1. Explain what you need help determining and what program area(s) need to be tested.

Completing Tier II testing

Tier II Tester

  1. When Tier II is requested to assist with a help desk ticket:

    1. They will be @ mentioned in the ticket - notification is auto generated and sent from Jira.

    2. They are forwarded the original email thread.

  2. Review original help desk ticket and which environment to test in.

    1. The lower environment needs to mirror the version that is in production.

      1. Confirm that environment between TRAIN or Configuration based on last update.

  3. Review the ticket for comments from the help desk staff:

    1. Document any follow-up questions you may have in the ticket as an Internal Note.

    2. Remember to @mention the individual who tagged you in the ticket or the help desk technician assigned to the ticket.

  4. If you are able to reproduce the issue:

    1. Leave written guidance on how you reproduced the issues.

    2. Make a video recording for your process.

      1. Include the video in the Internal Notes comment section.

  5. If you are unable to reproduce the issue:

    1. please leave a comment explaining what your process was that didn’t create an issue.

  6. Leave your comments, videos, and feedback as an Internal Note, and @mention the help desk staff to whom the ticket is currently assigned.

    1. Testers, please note, you will not make the final determination of whether a ticket is a bug or a change request; however, your feedback is valuable for the help desk staff making the determination.

  7. Once a remedy is found, Tier II will reply with a solution to the Help Desk Technician.

    1. If the problem is a bug, Tier II creates the ticket and supplies the link in their reply to help desk.

Tier II Testing follow-up

Help Desk Staff

  1. Review feedback from the tier II testers to determine the next steps.

    1. If the issue is determined to be a user error, share back a KBA/the explanation provided by Tier II tester.

  2. If a change request is needed, link help desk ticket to newly created change request ticket to put it in the proper channel to make it to the configuration team.

  3. If the issue is determined to be a system bug, Tier II will create the bug ticket.

  4. Respond back to the requestor the answer/outcome. i.e. KLA Jira bug ticket was created, or a change request ticket was created.

  5. Close help desk ticket.