Roadmap Redmine¶

All team members' working hours are to be recorded in the Roadmap tickets.

• Engineering Work - Record under the Customer project (eg: LECO -> SwitchGear, UBS, AMI | HNB | Atlas) tickets in Roadmap redmine
• Operational Work - Record under individual project (eg: Company meetings, Internal meetings that are not related to Engineering work)
• Recommended to update daily

• In Internl Redmine , all Tracker types are eligible for Time logging

Time logging activities in Roadmap redmine as below¶

Activity	What is covered?
Operation Support	Analyze operational issues to assist customers in recognizing and resolving issues in their production workflows.
Requirement Analysis	Analysing requirements of Features/Improvements
Design	Design work, Design review, Design discussion of Features/Improvements
Development	Development of products and solutions related to Features/Improvements. Code implementation, Code review, Development-related clarification discussions, Developer level testing (Unit, Integration testing), Patch creation. First-time deployment of products and solutions in TestLab, Production, UAT environments.
Testing	Test and verification of Features/Improvements
Documentation	Preparing documentation and video materials for customers
Customer Meeting	Customer visit, Customer calls, Customer training
Customer Training	Trainings for customers
Managed Services	Providing IT operations support for hosted products and solutions, including DevOps activities for environment updates, monitoring, and performance optimization. (TestLab, Production environments updates, and monitoring)
Customer Incident/Bug	All activities related to customer reported Incidents or Bugs (Investigation, Development, Discussions, Testing, etc)
Interviews	Preparing for and Conducting Interviews
Internal Meeting	Internal team meetings, Company meetings, 1-1 meetings, Operational meetings, in which you are not actively involved in any engineering or development related activities.
Internal Training	Conduct trainings, Internal trainings to build skills, domain knowledge in the team
Learning	Self-learning to build the skills needed to do team tasks

What is covered under "Managed Services"¶

Managed Services support IT operations for hosted products and solutions, including DevOps activities for environment updates, monitoring, and performance optimization

• Production environment update & maintenance
1. Turn up application configurations and parameters for optimal performance.
2. Provide scaling suggestions.
3. Apply patches for software components.
4. Apply hot fixes for incidents covered under product license agreements or AMCs.
5. Conduct product releases and upgrade application software to the latest release.
6. Conduct data migrations associated with the product.
7. Verify integration scenarios.

• Production environment monitoring
1. Inspect product logs and metrics for issue analysis and diagnostics.
2. Conduct security analysis to ensure security constraints.
3. Monitor runtime environment to understand scalability needs and possible resource exhaustions.
4. Analyze resource utilizations for performance optimizations.

Time logging format¶

Hours:minutes ==> hh:mm
Example:
3 hours => 3
3 hrs and 15 minutes => 3:15

• Spent time update to Support redmine to be updated by the Team lead
  Recommended to update by Monday (for the previous week)

Release and deployment of a version¶

Create a Task under the version in the Support portal and log the spent time
Consider time spent on Release, Test Lab update, Internal Testing, Production deployment

Direct Customer requirements¶

1. Create a Feature Request ticket for the customer requirements in the Support Redmine
2. Duplicate the same requirements to Internal Roadmap redmine
   Tracker - Feature Request
3. Create sub-tasks (Tracker - Task ) for team planning under the Roadmap redmine
4. Plan for the team work
5. Respective developer update spent time in the Roadmap ticket
6. Team lead update the spent time in the Support ticket

Improvements¶

1. Create a Improvement ticket under respective sub-project
2. Create sub-tasks (Tracker - Task) for team planning
3. Work in progress
4. Respective developer update spent time in the Roadmap ticket
5. Team lead, update the spent time in the Support ticket

Incident/Query¶

1. Update the Incident ticket in the Support redmine ticket as needed (status, comments, etc)
2. Create a " Task " in the Internal Roadmap within the respective project for team planning and log time
   eg: Use [Incident] prefix for the task title for easy reference.
3. Update the spent time by the respective developer in the Roadmap ticket. We do not log time in the Support portal
   Activity - Incident

Customer calls/meetings¶

1. If there is a support redmine ticket, the Developer who attends to this adds a meeting minute to the respective support ticket
   - What was discussed
   - How much time is spent
   - Add Attendees

1. Create a "Task" in the Internal Roadmap for this in the respective project.
2. Update the spent time by the developer in the Roadmap ticket

Entgra internal DevOps related work¶

Log this time under internal-infra project by creating a task.

Support Redmine¶

• Time logs for support tickets are recorded as a collective weekly total for each team, entered by the Team Lead.

Tracker categories and tracker types that are eligible for time logging and customer billing.

Tracker Type	Description	Applicable for Time Logging
Incident	An issue which needs immediate attention as it affects an actively deployed system, such as a live production system. All instances comprising such environments must be added to the Subscription. It is the Subscriber’s responsibility to keep ENTGRA abreast of the commencement date of production operation or any changes in the instance counts in each environment.	No
Query	General questions about the usage of any ENTGRA product. Queries may concern a production or pre-production system or may arise from instances used for development or evaluation purposes.	Yes
Patch	A hotfix provides a resolution for an incident or a bug.	No
Bug	An issue identified during UAT of a new feature.	No
Feature Request	Request to implement new feature for customer’s need.	Yes
Improvement	Improve existing functionality/features in a system to enhance it.	Yes
Task	An action to perform from the ENTGRA side to accomplish specific goals other than developing a feature or doing an improvement.	Yes
Training	Train customers to gain product/solution specific knowledge.	Yes
Customer Task	Requesting something from customer.	No
Announcement	Announce specific support related matters to the customer.	No
Duplicate	An issue which duplicates with similar issue in the support system.	No
EntgraRef	A private issue not visible to the customer for internal communications or record keeping.	No
None	An issue which can't be categorized to any of the above types.	No