Production Issue Processes

Another perfect release- this is what it’s all about, now time to kick back, cocktail in hand, bathing in the glorious glow of heaped praise as stakeholder after stakeholder thank Goldilocks and the Three Bears for managing to translate their requirements into flawless, working software. Ok we may have slipped into dreamland there.  Here’s what really happened:

It’s the 35th release and the sales department is deliriously happy. Their sales systems are implemented in an agile fashion so they can stay well ahead of their competitors as they can react quickly to the market. They’ve had a huge increase in customers but unfortunately they’re not all happy ones. Customer services have been inundated with a whole host of complaints. Luckily for them they have a production support team armed to the teeth with agile weaponry. Now let’s see how they put their agile arsenal to good use.

A number of orders have been reported as delayed. A bit of SQL magic later and it is discovered that hundreds of customers have been affected for one specific product range. Liaising with the development team it is debated whether it is expected behaviour, let’s assume in this instance it is not. An issue tracking ticket needs to be raised. The product range affected is the latest premium range but there are a relatively small number of orders in trouble we’re going to raise it as a major issue- one which does not need immediate attention. The SQL query and any relevant logging information found are attached to the ticket.  The issue summary is written on a bug card and goes in the ‘New’ column on the support task board.