CRM - PROD Bug Fixing Release

What is a Bug?

“A bug is an unexpected problem with software or hardware. Typical problems are often the result of external interference with the program’s performance that was not anticipated by the developer. Minor bugs can cause small problems like frozen screens or unexplained error messages that do not significantly affect usage. Major bugs may not only affect software and hardware, but could also have unintended effects on connected devices or integrated software and may damage data files.” From Gartner Glossary

Table of Contents

Bug Priority

Priority	Definition	SLA
∎ Critical (Hotfix)	Prod Environment is down or severe impact for business Major malfunction of at least one of the Processes impacting all users Users are unable to reasonably perform their normal functions. NO Available workaround	ASAP
∎ High	Critical loss of application/process functionality, application/Process is usable but limited High number of users unable to perform their normal functions Available workaround	Less than 1 week
∎ Medium	Moderate loss of application functionality Multiple users impacted on their normal functions Available workaround	Less than 2 Weeks
∎ Low	Minor loss of application functionality The issue consists of "how-to" questions including issues related to one or multiple modules and integration	According to Capacity

System Disruption Severity Matrix

Bug Categories

Category	Definition
Code	The system malfunction was caused by implementation not following the specifications, system is not working as designed (this kind of bugs should be detected during QA phase)
Requirements (Design Bug)	Reported Bug is an evolution, but is impacting business continuity, system design did not included the specific scenario.
Change	Reported Bug is an evolution, and is not impacting business continuity, system is working as designed → this bug should be converted into Story/Tasks and added in the backlog for prioritization
Data	The system malfunction was caused by dad Data quality
Deployment	The system malfunction was caused by deployment, example: manual steps missing, merge issues, etc
Access Management	The system malfunction was caused by Access Management, example: inactive user, lack of required accesses.
Not a Bug	After Deeper analysis it was concluded that it was not a Bug

Guidelines: How to Report a Bug

Maintenance: All Bug fixing is under Managed Services Contract - If Syensqo resources are contacted to Support on Bug fixing (testing included), Helix ticket should be marked with 'Partner not authonomus'
Project Hypercare: Make sure Ticket (Jira) contains the following information:
- User(s) Getting the Error
- Error Message Problem Description
- Steps to Reproduce the Error
- Link(s) to the Records where the Error Occurred

PROD Bug Fixing Process

HOTFIX Process (Special Case)

Squads Commitment

If a Requirements (Design Bug) is detected, meaning, a previous change request did not include in the design a scenario that currently is impacting business operations, correspondent Jira Bug must be created, not a Task or Story.
If a bug is found in UAT and PROD - a jira Bug must be created with the corresponding Priority (Critical, High, Medium or Low) - check matrix to determine the correct priority (for pricing guidelines are included in jira itself, reaming projects can check severity matrix )
If a bug has Critical Priority - Hotfix Process must be followed
If a Bug is detected in PROD, the fix must be done in xxxx > UAT > PROD (not from other sandbox) - as per release management Guidelines.
If a Jira is created as a Task or Story (a change and not a bug) - it will be included in the monthly or weekly release.
Bugs must be tested in UAT
Once Tests Passed, Jira status should be Ready for PROD, and assigned to Release Manager.

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