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Addressing Apps Issues + Questions

Addressing Issues + Questions

Have a question or regarding Banno Apps functionality or running into issues with these tools?

Start by conducting some basic research to determine if the necessary information has been provided for you to fully understand the issue. Ask questions to understand the steps taken to reproduce the issue and try to get a full picture of what is being experienced, how it is happening, when it is happening, who it is happening to, and why. If and only if the error is reproducible in house with reasonable effort, attempt to reproduce the issue under controlled circumstances.

The information needed and the steps to conduct research will depend on the nature of the issue. Our teams can use the following tools to help troubleshoot issues as they arise and gather additional information about what is happening:

For any issues you run into, be sure you have done research and asked questions in order to have a full understanding of what is occurring. Be prepared with information on the background of when the issue occurs, what expected behavior is, if the issue is repeatable, device and browser information, screenshots and/or videos, specific institution/user/account details, error messages, and so forth.

Once you have gathered background information to understand the issue, check prior and current open issues to determine if the issue has already been reported, and, if needed, ask team members within your team’s Slack channel, to see if the issue has been previously discussed, is able to be reproduced, or can be further explained:

  • Support: #team-support, #org-support, @support
  • Implementation: #team-implementation, #org-implementation, @implementation
  • Operations: #team-banno-apps-operations
  • Product: If you are unsure whether or not the user experience reported is an issue and/or none of the teams above are able to assist, you can post in #org-prod-mgmt. Check out the Communication Guide on how and when to use the channel.

If your team members are unable to answer the question or provide an explanation, engage other Operations team members within their (above) Slack channel to see if the question/issue has come up elsewhere, if other teams can help troubleshoot the issue, or if the issue can be reproduced elsewhere.

If this research reveals that our systems are working as designed and the customer simply needs an explanation or to be given information, communicate this back to the customer to help them fully understand their experience.

When a legitimate issue has been reported and background information has been gathered:

We will use Jira Service Desk to create an issue and engage engineering teams.

The original reporter will monitor progress on the original ticket and follow progress of any linked tickets created to work on the fix. The original reporter and any other relevant team members will work with the engineering teams through the Jira Service Desk ticket to provide more information, as needed, as they investigate and complete work to resolve the issue. Discussion about the issue should happen within the Jira Service Desk ticket that has been created. When the work on the issue resolution has been tested and the deploy to production is complete, the original reporter will verify the resolution, if able, or will request that the reporting FI verifies the resolution in order to resolve the issue. Further details on this process can be found under Managing issues through Jira Service Desk.

Be sure to follow along inside your own team’s Slack channel on a daily basis to ensure you’re receiving information being relayed to the team and are up-to-date on current issues and relevant information. Making a point to follow the product channels and track issues related to Banno Apps within Jira Service Desk will also keep you up-to-date on current discussions and engineering work in progress.

Handling Widespread or Urgent Issues

You should always use your team’s channel first to ask about reported issues, request help in verifying issues, and gather details on any issue found. For all verified issues, follow the process above to open an issue within Jira Service Desk and include all necessary background information. If you question whether or not an issue is widespread or otherwise urgent, ping the Tier 2 team in the #org-banno-tier2-triage Slack channel following verification of the issue and reference the Jira Service Desk ticket. Use the :urgent: symbol to indicate the issue is urgent or widespread and needs eyes on it quickly. In Slack, discuss individual topics within a single thread to help keep the channel cleaned up and easy to navigate.

To keep all operational teams in the loop, the original reporter will relay the issue to the appropriate implementation and/or support team through the reporting team’s Slack channel and will cross-post to other relevant implementation and/or support team channels, if the issue is affecting multiple groups. The original reporter will provide:

  • An explanation of the issue, outlining the affected institution(s) and environment(s).
  • A link to the Jira Service Desk ticket to keep as reference and use for team members to track progress.
  • A link to the #org-banno-tier2-triage Slack conversation related to the reported issue.

The original reporter will monitor progress on the issue unless the case is escalated or transferred. In that instance, the assignee will become the case owner and will work with engineering teams as well as any other relevant team members through the Jira Service Desk ticket to provide more information, as needed, as they investigate, and complete work to resolve the issue. Discussion about the issue should happen within the Jira Service Desk ticket that has been created and if regular updates are needed, interested parties should add themselves as a Watcher using Jira’s Watch function in the case. Once the work has been completed, tested, and the issue resolution has been deployed to production, the case owner will notify the appropriate teams in their team Slack channels as well as communicate the all clear to associated cases.