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David Sanabria edited this page Aug 6, 2020 · 1 revision

Issue Management

The DevOps Engineering team uses the GitHub Issues app to track and perform initial triage of technical issues that are reported by CWDS Teams or external stakeholders through their business contacts (e.g. Intake). Eventually, we will establish an interface with a project-wide IT Service Management system.

An issue is synonymous with an incident (ITIL), and can be a report of a bug or a request for assistance. We use issue templates defined on this page for initial logging of an issue. Logging a new issue requires a GitHub account.

NOTE: NEVER put any private information into an issue report. The DOE Issues list is visible to the public.

Logging a New Issue

  1. Copy the template below into a new Issue
  2. Give the Issue a descriptive title, including the impacted environment and businses process
  3. Replace placeholder fields (e.g. [Description text] with your actual information
  4. Add a label to the issue to indicate additional details.
  5. Save the issue.

Once the issue has been reviewed by CWDS DevOps Engineering, we will update it until we resolve it or transfer it into a Pivotal Tracker backlog (as a bug in most cases), and copy the link to the Pivotal Tracker story into the comments.

New Issue Template

Note: Replace all text between the square brackets (including the brackets)

## Issue Description
### Date Detected
> [ MM/DD/YYYY ]
## Date and Time of first occurrence, if known
> [Please use yyyy-mm-dd hh24:mi format. "example 2017-03-15 14:29"]
### Description
> [ Explain the defect, what screen(s) the defect is found on.
### Is the Issue Repeatable?
> [Possible Answers: "Always", "Sometimes", "No"]
### Steps
> [ Describe steps taken to recreate the defect. ]
### Environment
> [ e.g., Pre-Int, Integration, Performance]
### Screenshots
> [ If appropriate, attach screenshots. NEVER include sensitive information]
### Expectations
> [ If known, enter the expected behavior]

## Business Impact
> [ Describe which application is not working and how the business is impacted ]
### Severity
> [ One of: Minor, Moderate, Critical ]
> [ Critical:  Severely limits the users' ability to perform their job. Must be fixed before releasing into Production. ]
> [ Moderate: limits the users' ability to perform their job. Possible workaround available. May need escalation to determine whether acceptable to release system into production without this bug being fixed. Timeline for fix identified. ]
> [ Minor: does not impact user's ability to do their job. Examples: typos, cosmetic errors, text misalignment, etc. ]

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