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This is a brief overview of the support process used by DSD-Marine (a.k.a. AFCCB or MARINESAFETY), from SMGS ticket to TFS and back again.  Please review this process to familiarize yourself with how to properly manage application support for our MSS applications.If you have any questions or concerns, your Scrum Master can provide additional information or guidance.

Note: If you are receiving e-mails or phone calls from business clients seeking application support, please let your Scrum Master know as soon as possible.  While we are committed to provided timely support to our clients, we want to minimize any additional impact on your Ninja Team's sprint velocities. Clients will be advised to contact the Transport Canada Service Desk for all application support needs.  Please contact me (justin.green@tc.gc.ca) if you'd like samples of the e-mails that I've sent to clients in an attempt to better explain the situation.

Handling Application/Network Access Requests

From time to time, you may come across an SMGS ticket requesting system or application access for a new user. If you happen to see an SMGS ticket (change, IMAC, IM) asking us to grant user access to a MSS application, please re-assign the ticket from MARINESAFETY to “ACCESS CONTROL – NCR”.

We’re not authorized to grant users access to applications and this responsibility belongs to our clients. ACCESS CONTROL will make sure that our client admins see these requests. If you have any outstanding tickets in SMGS related to this matter, please re-assign them as soon as possible (and close any related TFS tickets).  

EXCEPTION: We do handle all MSDQT access requests.   Create a ticket in TFS/DOS and assign to the appropriate Second-Level Support team (found on the Marine Overview page).

Support: New SMGS Ticket - List

  • Assigned field will be blank
  • Status will be Open

Support: New SMGS Ticket - Details

  • Status is Open
  • Assignee is blank
  • Reference number is blank

 

Support: Triaged SMGS Ticket


Support: New TFS/DevOps Ticket

Note: With DevOps now up and running, you should consider recording support tickets in DevOps instead of TFS. Team Kraken has started doing this, using the acronym "DOS" when referring to DSD-Marine tickets (e.g. DOS 345, DOS 13445, etc.).

  • Title follows the format: <English App Acronym> - <IM Number> - <SMGS ticket Title>
  • TFS ticket is Unassigned
  • One tag created and set to <English App Acronym> (e.g. CPSCS).
  • Second tag created and set to “TRIAGE”
  • State is set to “New” (default).
  • Area is set to the appropriate Work Area within the “Marine Safety Portfolio” project. The Area selected should match the application/system identified in the title
  • Iteration is set to Ninja Team related to the Assignee entered in Support: Triaged SMGS Ticket
  • Repro Steps is set to the Description as seen in Support: New SMGS Ticket Details
  • If there are any attachments in the associated SMGS ticket, they are attached to the TFS ticket via the Attachments tab (not shown).
  • If there are any additional materials related to this issue (i.e. e-mails sent to ninja teams or scrum masters to further clarify the reported bug), they are attached to the TFS ticket via the Attachments tab (not shown).


Support: Triaged TFS/DevOps Ticket (DATA)

  • State is Approved
  • TRIAGE tag is replaced with DATA tag
  • Record Effort (in hours) for time spent triaging the current ticket.
  • Optional: Discussion note added to further clarify the current state of the ticket.

Support: Triaged TFS/DevOps Ticket (CODE)

  • State is Approved
  • TRIAGE tag is replaced with CODE tag (see Fig. 1 below)
  • Iteration Path is changed to "Marine Safety Portfolio".  Other Ninja Teams may be assigned to work on this CODE ticket: changing the iteration path will make this ticket more easily visible to the other teams.
  • Effort field records any time (in hours) spent determining that this ticket will need a code change to fix.
  • Discussion note added with the following text: "Triaged and SMGS ticket closed."
  • Assigned To field is cleared (unassigned).
  • This bug will now get addressed as part of a future sprint for the system/application named in the Area field. Follow the development and TFS procedures as defined by the SCRUM process and by your scrum master.
  • Ticket in SMGS (see Fig. 2 below) should be closed and a note must be added to the SMGS ticket's Solution text that reads: "Issue being tracked in TFS/Azure DevOps: <link>.Issue will be fixed in a future release." where <link> will direct client to the triaged TFS ticket.
  • If this bug is preventing clients from using the application/system, procedure to initiate an emergency release should be followed. Contact your team lead/scrum master for further detail.

Fig. 1: Triaged TFS ticket

Fig. 2: Closed SMGS ticket for triaged ticket

Support: Working on DATA Fix

Support: Pair Programming and Cross-Training

  • Create a duplicate of the committed DATA ticket (from Support: Working on DATA Fix)
  • State to Committed
  • One tag created and set to <English App Acronym> (e.g. PCOCDS).
  • Second tag created and set to “XTRAIN”
  • Remove any other tags
  • Set "Assigned To" field to match the name of the second developer working on the DATA fix
  • Record Effort for this ticket separately from the original DATA ticket: this will allow us to track the actual support time spent on a single ticket.
  • Verify that the Links tab shows the original DATA ticket as Related



Support: TFS DATA Issue Fixed

  • State is Committed
  • “FIXED” tag added to the ticket. This tag will help your Scrum Master identify a fix as being completed (in case you are not able to close the related SMGS ticket yourself).
  • Effort (in hours) has been updated to include the time spent fixing the bug.
  • Acceptance criteria includes details of what was fixed and how the fix was applied to the application.
  • A discussion note is added to provide further instruction to your Scrum Master (if needed in special circumstances).

Support: Resolved/Closed SMGS Ticket

  • Ticket Status is set to Resolved (not shown)
  • Close button is has been clicked (setting Status to Closed).
  • Appropriate Closure Code has been selected
  • A brief description of the solution has been entered into the Solution field.

Support: TFS DATA Issue Closed

  • State is Done.
  • Related SMGS ticket has also been closed.
  • If no related SMGS ticket exists despite Service Desk having been contacted by the client, close the FIXED ticket after two weeks.  If an SMGS ticket is eventually created, add the IM number to the title of the close TFS ticket before resolving/closing the SMGS ticket.











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