PRODUCT IOTS

h1. 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

h3. 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                              |

h3. 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

# Turn up application configurations and parameters for optimal performance.

# Provide scaling suggestions.

# Apply patches for software components.

# Apply hot fixes for incidents covered under product license agreements or AMCs.

# Conduct product releases and upgrade application software to the latest release.

# Conduct data migrations associated with the product.

# Verify integration scenarios.

* Production environment monitoring

# Inspect product logs and metrics for issue analysis and diagnostics.

# Conduct security analysis to ensure security constraints.

# Monitor runtime environment to understand scalability needs and possible resource exhaustions.

# Analyze resource utilizations for performance optimizations.

h3. 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)

h3. 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

h3. Direct Customer requirements

# Create a *Feature Request* ticket for the customer requirements in the Support Redmine

# Duplicate the same requirements to Internal Roadmap redmine

     Tracker - *Feature Request*

# Create sub-tasks (Tracker - *Task* ) for team planning under the Roadmap redmine

# Plan for the team work 

# Respective developer update spent time in the Roadmap ticket

# Team lead update the spent time in the Support ticket

h3. Improvements

# Create a *Improvement*  ticket under respective sub-project 

# Create sub-tasks (Tracker - Task) for team planning

# Work in progress

# Respective developer update spent time in the Roadmap ticket

# Team lead, update the spent time in the Support ticket

h3. Incident/Query

# Update the *Incident*  ticket in the Support redmine ticket as needed (status, comments, etc)

# 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.

# Update the spent time by the respective developer in the Roadmap ticket. We do not log time in the Support portal

Activity - Incident

h3. Customer calls/meetings

# 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

# Create a "Task" in the Internal Roadmap for this in the respective project.

# Update the spent time by the developer in the Roadmap ticket

h3. Entgra internal DevOps related work

Log this time under "internal-infra":https://roadmap.entgra.net/projects/internal-infra project by creating a task.

h1. 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 |