FAQ

Q. What needs to be done when a BUG is fixed with a temporary resolution/patch?

A. If the temporary solution is possible, apply it and close the BUG reported through the On-Call Policy mechanism. Then, create a BUG in your respective Jira project and link this BUG with the BUG that was reported in the BUGS project in order to find a permanent solution.

Q. What to do in case of the following error?

Open

A. Make sure you have filled the following fields:

• Is it a Bug?

• Resolved via Runbook?

• Confirmed with a developer that it is DEFINITELY NOT A BUG?

Q. What to do in the case that the Assignee of the issue is not providing any updates?

A. Take the following actions in the following order:

1. Tag her/him in Jira in the comments section asking for an update

2. Message on Google Chat

3. Call the concerned developer if you do not receive an update after 2-3 hours of sending a message

4. Raise the issue to the Team Lead of the developer if you do not receive any response even on call

5. Start a mail thread keeping all of the following in cc

   1. Reporter of the issue(only when the reporter is an Eshopbox Employee)

   2. Mayur Karwa

   3. Gopal Sharma

   4. Rishabh Khanna

   5. Akshay Aggarwal

   6. oncallsupport@eshopbox.com

Q. What to do in the case you find the information provided as incomplete/insufficient?

A. You need to contact the on-call developers for that particular week and ask her/him to send a mail to the reporter of the BUG asking for more details on the issue. Kindly add the following in cc:

1. Mayur Karwa

2. Gopal Sharma

3. Rishabh Khanna

4. Akshay Aggarwal

5. oncallsupport@eshopbox.com