[Documentation] Define process for handling Salesforce Sync Errors
Background
The Provision Tracking System offers tooling for alerting and monitoring of problems encountered during the license provisioning process. As part the PTS rollout we defined procedures for triaging and documenting problems. To support the SFDC Sync Tracking System, we will want to define a similar set of processes for handling errors originating from syncs to salesforce.
Purpose
The goal of the overall project is to ensure that we can meet compliance requirements to show that all issues are addressed by a person and resolved in a timely manner. Create a durable (at least one year retention time) record to show all errors detected, how they were resolved, and how those individual solutions roll up into systemic solutions that prevent problems from recurring.
Questions to Address
- What changes if any do we want to make to the process for handling provision tracking errors?
- Do we want to involve the support team to the same degree as with provision tracking? Will they have the visibility and domain knowledge to help with Salesforce issues?
- Do we want to have a shared issue tracker for all of the provision reporting systems, or split them out separately?
- If using the same process as the provision tracking system, do we want to use the same set of documentation for both? Or retain separate copies in case the process diverges in the future?
Proposal
- An issue is created with within a new issue tracker. The appropriate account/opportunity owner will also be notified, if one exists.
- If the problem is from a known issue, it can be tagged accordingly.
- Otherwise, customers support can ping provision engineers to investigate,
- Provision engineers will monitor the to be determined channel with a weekly (business) schedule to spot-check for systemic failures.
- All stakeholders are responsible for assigning severity SLOs when appropriate.