Ravenbrook / Projects / Perforce Defect Tracking Integration / Project Procedures

Perforce Defect Tracking Integration Project

P4DTI Project Procedure for Assisting Perforce Support

Richard Brooksby, Ravenbrook Limited, 2001-03-07

1. Introduction

This is the procedure for assisting Perforce Support with supporting the P4DTI product, as requested by Perforce Software [RB 2001-02-20].

The readership of this document is Perforce Support staff and Ravenbrook staff.

This document is not confidential.

2. Procedure

When Perforce support need backup from Ravenbrook they should write to p4dti-support@ravenbrook.com. The message should include contact information for the person with the problem, and all of the items listed in the "Troubleshooting" section of the P4DTI Administrator's Guide for the latest release.

Ravenbrook will respond within one working day. The minimum response will be the action that we plan to take, and when further information can be expected.

Ravenbrook will inform Perforce in advance of any non-working days (national holidays and staff vacations).

When assisting Perforce support, Ravenbrook staff will:

  1. Create new jobs if the support call indicates a new defect.
  2. Update Evidence and Analysis of old jobs if the support call is to do with a defect that we already have a record of.
  3. Update the support report if we make a patch or workaround that Perforce support are likely to want to use again or which might be generally useful.

If customers send P4DTI support questions directly to Ravenbrook (for example, via <p4dti-questions@ravenbrook.com>) then Ravenbrook will either:

  1. Answer the question directly, copying the answer to Perforce support [Malkin 2001-11-21]; or
  2. Advise the customer to contact Perforce support directly.

A. References

[RB 2001-02-20] "Meeting with Kathy Baldanza, 2001-02-19" (e-mail message); Richard Brooksby; Ravenbrook Limited; 2001-02-20; <http://info.ravenbrook.com/mail/2001/02/20/22-14-58/0.txt>
[RB 2001-03-06] "P4DTI things to do for delivery" (e-mail message); Richard Brooksby; Ravenbrook Limited; 2001-03-07; <http://info.ravenbrook.com/mail/2001/03/06/15-10-17/0.txt>
[Malkin 2001-11-21] "Re: Should I copy all P4DTI support calls to you? (CALL#254555)" (e-mail message); Albert Malkin; Perforce; 2001-11-21.

B. Document History

2001-03-07 RB Created from [RB 2001-03-06].
2001-03-16 RB Added GDR's suggestions for building up a knowledge base.

Copyright © 2001 Ravenbrook Limited. This document is provided "as is", without any express or implied warranty. In no event will the authors be held liable for any damages arising from the use of this document. You may make and distribute verbatim copies of this document provided that you do not charge a fee for this document or for its distribution.

$Id: //info.ravenbrook.com/project/p4dti/procedure/perforce-support/index.html#5 $

Ravenbrook / Projects / Perforce Defect Tracking Integration / Project Procedures