Current Product Engineering (CPE) Handbook

Updated After May 23, 2019

Table of Contents

• Tools
  • JIRA / CSD
  • VictorOps
  • Engineering On-Call Rotation
  • Stingray
  • BDR-Scratch
• Definitions
  • Escalations
  • Defects/Bugs
  • Enhancements
  • Triage
  • Epic
  • Story
  • Enabler
  • Manifest
  • DU/DL/DC
• Monitoring Escalations
• Escalation Triage Responsabilites
  • Response Time Objectives - Business Hours are 9-5 MT
  • Best Practices
  • First Pass
  • Second Pass
  • 30 Minute Investigation
  • Move to the FIFO Queue
  • Escalation Priority
• Issue Types
  • Escalation Types
  • Other
• Creating Escalations
• Ticket LifeCycle
  • Escalations, DU/DL/DC and Help Tickets
  • Solved DU/DL/DC
  • Test Request
  • Hotfix/IDR/D-patches
  • CPE Defects
• Select an Escalation from the FIFO Q
• Assign yourself an Escalation from the FIFO Q
  • HI and AIQ Escalations
• Working an Escalation
  • While the Escalations is being Worked by CPE
  • Stingray Information and Instructions
  • Basic Information
  • How to Access Data on Stingray via NFS / SSH (KB Article) :
  • How to Access Data on Stingray via CIFS / SMB:
  • How to Access Stingray via HTTP:
  • How to transfer files from Stingray to BDR-scratch:
  • Additional Notes
  • If the Escalation has a Defect Associated To It
  • If you Need More Information
  • If the Case Needs CPE Management Assistance
• Resolving an Emergency Call-out ticket type
• Resolving an Escalation (CPE DU | DL | DC, CPE Escalations and CPE Help)
  • If CPE is Done with the Escalation
  • If the Escalation Needs to Be Reopened:
  • What to Do with Solved DU/DL/DC Tickets
• Hardware RCA | FA etc
• BugCourt
• On-Call
  • Export on-call calenders to from VictorOps and import to Outlook or Google
  • Enter Personal Paging Policy
  • If you Are on Call
  • Getting Help From a CPE Escalation Manager via VictorOps or File a CPE Esc Mgmt Ticket
  • Requesting a Scheduled Override (if you’re going to be out when you’re on call)
• Engage Development On-Call for Assistance
• Escalation Manager
  • Responsability
• Creating a Case for Escalation Managers (CPE Esc Mgmt)
• Working D-patches (aka Hotfixes)
  • Definition of a D-patch
  • Creating a D-Patch Request
  • Test Plan Story Acceptance Criteria
  • Process Guide for the Developer and Test
  • D-Patch Manifest (the documentation for a D-Patch)
  • Test Execution
  • Working Defects found against a D-Patch during testing
  • Final Release Steps
• Sustaining Engineering Support Targetted Commitments
  • Escalation Triage
  • Sustaining Escalations Waiting to be Assigned
  • Escalation Updates
• Incident Reviews
  • When to Have an Incident Review
  • How to Request an Incident Review
  • Incident Review Action Items
  • Incident Review Meeting Notes
  • Incident Review Dashboard / Metrics
• Quality Metrics
• Scratch Usage Policy
• Acronyms
• How to Edit this Document
  • Detailed Steps for Installation

Indices and tables

• Index
• Module Index
• Search Page