Addressing Questions + Issues

Have a question regarding Banno Content, Marketing, or Monitor functionality?

Start by conducting some basic research to determine if the necessary information has been provided for you to fully understand the issue. Dig in yourself to understand the steps taken to reproduce the issue and ask questions of clients, where necessary, 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.

For any issues you run into, be sure you have tested to reproduce the issue and have a full understanding of what is occurring. Be prepared with information on the background of when the issue occurs, screenshots and/or videos, operating systems and browsers the issue is able to be reproduced in, information on institution(s) and environment(s) affected, direct URLs, specific error messages, console errors, and so forth.

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:

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-tech-support, @cwas
Implementation: #team-project-coord, @pcs
Developers: #team-webdev, @webdev, @supportdev
Designers: #team-web-design, @webdesigners
Web Team: #team-webteam-talk
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 Web Solutions team members within their (above) Slack channel to see if the question/issue has come up elsewhere, if others are able to reproduce, or if other teams can help troubleshoot the issue.

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 found and reproduced:

Loop in your Team Lead to the Slack discussion. They will be able to further validate, ask any additional questions needed to fully understand the issue, and create a Jira Service Desk issue to engage engineers:

New issue will be created on the Customer Support board.
Issue will follow the outline for submitting Banno Content issues, when created, to provide preliminary details needed for the engineers to dig into further.

Team Lead will relay the issue to the team through the reporting team’s Slack channel and will cross-post to other relevant web team channels, if the issue is affecting multiple groups:

Issue will be explained to the team, outlining the affected institution(s) and environment(s).
Team Lead will provide a link to the Jira Service Desk ticket to keep as reference and use for team members to track progress.

Team Lead will monitor progress on the original ticket and follow progress of any linked tickets created to work on the fix. Team Lead and original reporter 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 and updates for the team should be posted by the Team Lead, within the relevant team’s Slack channel, when needed. When the work on the issue resolution has been tested and the deploy to production is complete, the Team Lead will notify your team of the resolution through your team’s Slack channel and will cross-post to other relevant team channels, if the issue is affecting multiple groups. 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 Content within Jira Service Desk will also keep you up-to-date on current discussions and engineering work in progress.

Handling 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 an issue is widespread or otherwise urgent, ping engineers in the #team-customer-issue-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. A firefighter will be assigned for each engineering team weekly to help filter and manage incoming issues. The firefighter will respond to the request and loop in other team members, when necessary.