Look at the GDI list of supported software and the documentation on where to report bugs for the respective software.
4. Direct the user to the right place for reporting the bug
If a product does not have an issue tracker for reporting bugs, the helpdesk member should contact the development team responsible for the product to find out how to report the bug.
5. Close the ticket
Inform the user to contact the helpdesk again to re-open the issue if the bug cannot be sorted out elsewhere.
Motivation
It is important that GDI supports bug reporting for the software being used in the infrastructure to make sure that the GDI services can be provided.
GDI must have a list on all supported software and it should be defined who is responsible for handling bug issues.
Existing Procedures or References
It should be a similar or possibly the same SOP for feature requests.
Impact
This SOP should guarantee that all bug reports coming from users are taken care of, regardless of which GDI software the bug concerns.
It will not be possible to use the bugs reported to the helpdesk as a metric for total number of bugs in GDI, since bugs will also be reported separately for each product.
Stakeholders
GDI developers
Additional Information
No response
Requester GDI role
Yes
Requester GDI Node
Swedish GDI node
Confirmation
[X] I have searched the existing SOPs and this request does not duplicate an existing SOP.
[X] I understand that submitting this request does not guarantee the creation of the SOP.
SOP topics
Technical infrastructure & software development
SOP type
European-level
SOP Title
Respond to Bug Issues
Detailed Description
1. Create ticket for handling incoming bug issue
2. Assign ticket to a helpdesk member
3. Identify which product has a bug
4. Direct the user to the right place for reporting the bug
5. Close the ticket
Motivation
It is important that GDI supports bug reporting for the software being used in the infrastructure to make sure that the GDI services can be provided.
GDI must have a list on all supported software and it should be defined who is responsible for handling bug issues.
Existing Procedures or References
It should be a similar or possibly the same SOP for feature requests.
Impact
This SOP should guarantee that all bug reports coming from users are taken care of, regardless of which GDI software the bug concerns.
It will not be possible to use the bugs reported to the helpdesk as a metric for total number of bugs in GDI, since bugs will also be reported separately for each product.
Stakeholders
Additional Information
No response
Requester GDI role
Yes
Requester GDI Node
Swedish GDI node
Confirmation