Creating a DevOps Ticket From BMC/ORION

Owned by Barry O'Neill (Unlicensed)
Last updated: Jul 13, 2022 by Domenic Bueti
5 min read

CREATING A DevOps TICKET FROM SMGS:

  1. Open two browsers: BMC and DevOps:  I will add the screens as they should appear after we are done with the steps

BMC/ORION: https://smartit.tc.gc.ca/smartit/app/#/
DEVOPS: https://dev.azure.com/transport-canada/DSD-MARINE%20Support/_backlogs/backlog/Team%20Triton/Backlog%20items




In BMC:

  • Click Console > Ticket Console
  • Sort by "Assigned": Assigned=[blank],.
  • Click on an unassigned ticket: 
  • Click on Assigned To and select the appropriate user.  For Triton, we select  "RIVERSW",

In DevOps:

  • Team Triton page > Backlogs > "New Work Item".
  • In pop-up: Select ="Bug";   in the text box  Copy the Summary Title from BMC    (In this case SRCS - Port of Registry Edit) and press "Add to Bottom".
  • If your backlog is sorted in any particular way, you can move the ticket you just created in DevOps to any position on your backlog by right clicking on the new item and "Move top position.." ###
  • OPEN TICKET FOR EDITING…

In BMC:

  • If there are any attachments, download them to a known location.
  • Copy the relevant ticket info from the  "Description" text  

In DEVOPS::

  • Paste Description text in "Repro Steps". 
  • Add the Customer Name or email address from BMC in Repro Steps also
  • In the Area Field, Select the application that is most relevant.  For this ticket,  DSD-MARINE Support\MSCAII-SRCS
  • In the Iteration Field, Select DSD-MARINE Support (or whatever is most relevant)
  • You can add Tags for sorting purposes.  We add DATA and SRCS in this case.  Might be CODE, ACCESS, etc...
  • Attach any docs that were included in the BMC ticket
  • Edit the Title of the ticket and add the Work Order or INC Number
  • Copy the ticket number (to the left of the ticket title).
  • Save & Close

In BMC::

  1. Paste the DEVOP ticket # that you just copied from DO into the Title of the BMC ticket.  ex. [DO - 189007] - SRCS - Port of Registry edit
  2. Save



    Closing the DevOps Ticket and BMC incident/work order

    When the ticket has been completed, send the client an email to confirm that the request has been fulfilled.
  • When the ticket has been confirmed, add the confirmation to the discussion.  Cut and paste or attach email
  • Add any solution details  that you provided in the discussion, SQLs, etc, what was done to get to the fix.
  • Attach any email trails that would allow anyone who has a similar ticket to know the solution
  • Update confluence if the solution hasn't been published and reference the confluence location in the discussion
  • Move ticket to review for another team member to look at.  Move to Done.  
  • In BMC, Update Status to Resolved



*If you work a ticket that has no similar fix from a previous ticket in Confluence, it is good practice to add your fix as a new entry in the Confluence page for the app in question. This will assist other Dev's (and yourself) in the future when it comes up again in another ticket.

  1. At that time you would also copy over the SQL fix (or any other fix artifacts that were involved) to the attachments list.
  2. The ticket can be dragged over to the "Ready for Review" column, where it will remain until it is reviewed and you are asked to close it out. This is as simple as dragging it one further to the "Closed by DSD-Marine" column in DevOps, and then closed out in SMGS:


  1. When the Close button is pressed and section will appear in the lower right:


  1. The Closure code is whatever is most appropriate for the work that was done. If it was a backend data fix (SQL) then an appropriate code would be "Solved by Workaround":




  1. Press the "Save and Close" button and you are done:





DETAILED REFERENCE INSTRUCTIONS: https://tcmarin.atlassian.net/wiki/spaces/MAR/pages/83361798/DSD-Marine+Support+Process+Overview







USE CONFLUENCE TO RESEARCH ANSWERS:

ACCESSING PREVIOUS FIXES (https://tcmarin.atlassian.net/wiki/spaces/MAR/pages/237011079/DSD+Marine+-+Applications)
This is an example of fixing a MSCA issue. If a registered vessel name needs to be changed you would come here to get the SQL from when it was previously done and documented.
The SQL would be put into Oracle SQL Developer, its parameters updated for the specific vessel being updated, and then executed.
The commit would happen after testing, as per the SQL code that was documented.
If there is no documented previous fix, the one you come up with would be added as a new fix item here.


ACCESSING DATABASES ({*}{+}Windows Explorer DM  Search  doc #13232403{+}{*})

  1. Acquire the doc in the link above (uses the Windows Explorer DM extension). *Consult with your colleagues about access to this if required.
  2. We use the Prod DB credentials, as we work on production data directly (which is the client facing).
  3. In ORACLE SQL DEVELOPER the databases will auto-detect and populate. If you don't see them then your networking isn't fully set up.


  1. If you were working a ticket that involved MSCAII then you would be looking for the MSCAIIP.WORLD database. The "P" indicates that it's the client-facing Production database, so great care must be taken in whatever you do there.



  1. When you click on a database, it will appear in the Oracle Connections list for use:


  1. Right-click on the connection and enter the Production DB credentials from the database file:


  • Be sure to enable "Save Password" or you will have to re-enter the credentials with ever connection time-out (which happens about every minute).
  • You shouldn't have to change anything else. Press the "Test Button" to verify.
  • Click "Save" and when you press the expand button on the connection "+" in the connection list, the connection will be opened.




  1. To access tables you need to operate as a specific user (the Tables section at the top will not work). In the case of the MSCAII database: