Trouble Ticket Process

Owned by Mike Deskis
Last updated: Apr 25, 2024
3 min read

The article discusses the ticket process for deploying and testing software features, outlining the roles and steps involved in the QA partition and DEV partition. It emphasizes the importance of thorough testing and collaboration between engineers and analysts for successful feature deployment.

Illustrates how a customer can get an overview of the process with the QA on the project and the overall workflow.

Testing on QA Partition

Illustration of the ticket process for deploying and testing a software feature. It involves roles such as a PFX engineer, QA analyst, and customer, and explains the steps from configuring the feature in a development environment to deploying it in production and closing the ticket.

QA proceed with testing on QA partition as well as customer:

This illustration depicts a flowchart that outlines a ticket process for a software feature deployment and testing cycle. The OCR result text appears to be a transcription of the text in the flowchart. The process involves multiple roles, including a PFX engineer, QA analyst, and customer, and it describes the steps taken from configuring a feature in a development environment to deploying it to production and closing the ticket.

The flowchart shows the following steps:

  1. A PFX engineer configures the feature in the DEV (development) environment and then deploys it to the QA (Quality Assurance) environment.

  2. The QA analyst tests the feature in the QA environment and either accepts the solution or creates a bug and assigns it back to the PFX engineer.

  3. If there is a bug or sub-task with an issue description, it goes back to the PFX engineer for resolution.

  4. The customer tests the feature on the QA environment.

  5. If there is confirmation from the customer, UAT (User Acceptance Testing) is performed on the QA environment.

  6. The PFX engineer then deploys the feature to the PROD (production) environment.

  7. The QA analyst retests the bug, and if everything works fine, the bug is closed, and the original task is moved to the customer. If there are issues, it is returned to the configuration engineer.

  8. The customer tests the feature on the QA environment again.

This flowchart is likely used within an organization to ensure that software features are thoroughly tested and validated before being released to production. It emphasizes the importance of multiple testing phases, including QA testing and UAT, as well as the iterative nature of addressing bugs that are discovered during these phases. The final goal is to deploy a well-tested and stable feature to the production environment, ensuring customer satisfaction and minimizing the risk of post-deployment issues.

Testing on DEV Partition

Outlining the process of deploying a feature from development to production. It involves specific roles and responsibilities at each stage,

QA proceed with testing on DEV partition, customer on QA partition:

This depicts a flowchart outlining the process of deploying a feature from development to production, with specific roles and responsibilities at each stage. The process begins with a "PFX engineer" configuring the feature in the development (DEV) environment. A "QA analyst" then tests the feature in the DEV environment and can either accept the solution or create a bug if needed, which is then assigned back to the PFX engineer.

If a bug or subtask arises, it is described and assigned to the PFX engineer for resolution. Once resolved, the feature is deployed to the QA environment for a smoke test by the QA analyst to ensure everything was deployed correctly. If a bug is retested and found to be resolved, the original task is moved to the QA environment; otherwise, it is returned to the configuration engineer.

The process continues with customer involvement through UAT (User Acceptance Testing) in the QA environment, followed by a confirmation step. The PFX engineer then deploys the feature to the production (PROD) environment and closes the ticket.

This flowchart represents a typical software development lifecycle (SDLC) process, emphasizing quality assurance and iterative testing. It highlights the collaborative effort between engineers and analysts to ensure that new features are thoroughly tested and vetted before being released into a live production environment.