Analysis of Bug by Support Engineer

What is the purpose of this document?

• You will understand how to do the analysis of an issue reported to you when you're on On-call

Audience

• Support Engineers

Introduction

The Support Engineer is required to analyse the bug reported to them before proceeding further. Detailed analysis is required to ensure the right treatment is given to the issue.

What all does On-call analysis include?

1. You are required to identify whether the issue reported is actually a Bug or not. For this you will do the following:

   1. You are required to categorise the Bug as a frontend or backend Bug from the information provided.

   2. You are then required to identify the workspace the bug relates to.

   3. Then go the Eshopbox Workspace and login to the required workspace

      1. Go to the concerned section where the bug relates to

      2. Right click using the mouse-pad and click on “Inspect”

      3. Using “Inspect” identify the the module to which the API belongs to. Refer to the table at the end of the document to identify the correct team according to the API

   4. You will try to replicate the bug with the help of replication steps, if any, provided with the bug, in Jira.

   5. If you are able to replicate the issue then you will refer to the Runbook of the project to which this Bug might concern to, in order to identify if it is a known issue or limitation

2. You are then required to assign a Priority to the Bug while creating it.

3. If you yourself are unable to resolve the bug, then assign it to the On-call person of the concerned team as identified in step 1.c) iii and change the status to “Assigned to Developer” from “In-progress by on-call”. For a list of the team members refer to the roster. One member of each team would be the on-call person for a particular week.