Guideline#

Problem Resolution Guideline		status: valid
status: valid tags: problem_resolution contained by: wf__problem__create_pr, wf__problem__analyse_pr, wf__problem__initiate_monitor_pr, wf__problem__close_pr complies: std_req__aspice_40__SUP-9-BP1, std_req__aspice_40__SUP-9-BP5, std_req__aspice_40__SUP-9-BP6, std_req__aspice_40__SUP-9-BP7

gd_guidl__problem__problem		Process Guideline

This document describes the general guidances for Problem Resolution based on the concept which is defined Concept Description.

General Hints#

The detailed implementation of the Problem Resolution for S-CORE is described in the Problem Resolution Plan.

Templates#

To create problem reports, S-CORE provides the following template: Problem Template.

Attributes#

For all Problems following mandatory attributes need to be defined:

Overview of mandatory problem resolution attributes#
Title
Problem attribute: analysis results
Problem attribute: category
Problem attribute: classification
Problem attribute: description
Problem attribute: milestone
Problem attribute:: quality affected
Problem attribute:: safety affected
Problem attribute:: security affected
Problem attribute: stakeholder
Problem attribute: status
Problem attribute: title
Problem attribute: UID

A more detailed description can be found here: Process Requirements

Activities for Problem Resolution#

This section describes in detail which steps need to be performed for a Problem resolution.

Refer to the Problem Resolution Plan (doc__platform_problem_resolution_plan) for examples how to create problem reports.

Table 21 Activities for Problem Resolution#
Step	Description	Responsible
1.	Create Problem Report	Contributor
2.	Analyse Problem Report	Contributor
3.	Initiate and Monitor Problem Resolution	Contributor
4.	Close Problem Resolution	Committer

Create Problem Report#

Contributor (as author) creates the Problem Report in the defined Issue Tracking System based on the provided template. It is expected, that the UID will be provided by the Issue Tracking System.

The title of the Problem Report should reflect the topic accordingly.

The description should reflect the problem root cause and impact in detail.

Copy therefore the Problem Template (gd_temp__problem__template) into the created Problem Report (Issue Tracking System).

Set the status of the Problem to “open”, when ready to review and analyse set to “in review”.

Analyse Problem Report#

The S-CORE Committer analyzes the problem together with the Contributor and takes a decision for accepting or rejecting it.

If accepted, the status is set to “in implementation” and Contributor can start with the iniation of the Problem Resolution, otherwise the status is set to “rejected”.

The author has the freedom to cancel it at any time by setting the status to “rejected”.

Initiate and Monitor Problem Resolution#

Committer initiates the resolution of the Problem.

Therefore further activities needs to be planned and linked to the Problem Report.

During the resolution the responsible lead Technical Lead or Module Project Lead reports regularly the status to the affected S-CORE teams.

The author has the freedom to cancel it at any time by setting the status to “rejected”.

Close Problem Resolution#

During the resolution the Contributor monitors all activities linked to the problem, until they are closed.

Committer checks finally if the problem Resolution is sufficient before the status is finally closed. To check, if it is sufficient, Problem Checklist (gd_chklst__problem__cr_review) may used.

Committer has the freedom to reject it at any time by setting the status to “reject”.