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) |
| ASAP |
∎ High |
| Less than 1 week |
∎ Medium |
| Less than 2 Weeks |
∎ Low |
| According to Capacity |
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 |
Squads Commitment
- If a bug is found in PROD, including during Sanity Checks - a Jira Bug must be created with the corresponding Priority (Critical, High, Medium or Low).
- 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 with category 'Requirements' , not a Task or Story.
- To identify a bug as Hotfix it must meet the Critical Priority definition: blocking the process for all users with NO Workarround available
- 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 sandboxes).
- When Bug is fixed in xxx and ready to move to UAT, Jira Status must be updated to 'Ready for UAT' and assigned to Deployment Manager.
- Bugs must be tested in UAT and once Tests Passed, Jira status should be updated to 'Ready for PROD', and assigned to Release Manager.
- 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 releases - NOT outside release window.
PROD Bug Fixing Process
Guidelines for Bug Creation
- 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: bug will be managed by the project team
Mandatory Fields to be Fill in:
- Summary naming convention: PROD - <System> - <Process> - <bug summary>
- Description: must include:
- User(s) Getting the Error
- Error Message Problem Description
- Steps to Reproduce the Error
- Link(s) to the Records where the Error Occurred
- Component
- Priority
- Sprint
- Fix Version
UAT Deployment Window:
PROD Deployment:
- If Ready for PROD and assigned to Deployment Manager until Monday 16h CET - Goes to PROD on Tuesday end of the day
- If Ready for PROD and assigned to Deployment Manager until Tuesday 16h CET - Goes to PROD on Wednesday end of the day
- If Ready for PROD and assigned to Deployment Manager until Wendesday 16h CET - Goes to PROD on Thursday end of the day
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