Potential Support Tooling
This page is for a potential support tool to help the support team consolidate tasks and automate some tedious processes.
Introduction
Initial thoughts are that there are some repetitious steps (opening multiple windows, copying folder, generating docker images, etc.) to get setup to replicate a customers environment and trace their issue. Also adding more specified links to wikis to help guide a support engineer to useful information that will help them resolve and issue or answer customer questions would be useful.
Implementation
The tool can be written in any language that best achieves the desired functionality and features.
Candidates for the tool are listed below.
- Python
- Provides API for docker for possible autogenerating images and running them. Docker API NOTE: May be tricky since we currently run docker in wsl.
- Provides API for salesforce for upcoming DDCI process changes. SaleForce API
Support Tool Features
A few features and automated steps that could be accessed by a singular application are given below. Any ideas are welcome to be added or altered.
| Feature | Description | Priority | Assignee | Phase | Estimate (days) | Comments |
|---|---|---|---|---|---|---|
| Quick Links | Links to useful wikis for common questions or specific uses of DEOS or other related tools. Possibly implement searching or hierarchal relationships | TBD | TBD | TBD | 4/1/2024: Reasons for this feature are that searching in the wiki become cluttered with other wikis that are not directly related to functionality or usage of a DEOS feature or tool | |
| Release Package Search to Import/Export | Automating the ability to search for and import a release package from the tool could be useful to find latest release for a customer. This feature should allow the user to search through file explorer using the customer code name to find releases related to that customer. The release then can be selected where it is copied into a "working directory". Possible even installing the release (run setup or create docker image). The feature for exporting could allow for a copy to be made and committed to subversion for record keeping. | TBD | TBD | TBD | ||
| Shortcuts to setting up a Target | Adding shortcuts to checkout a target. Ability to filter targets that are available and compatible with the customers setup. | TBD | TBD | TBD | ||
| Automation of running OpenArbor | Add functionality to run OpenArbor in Windows (link to exe) or Linux docker (automate running the image and opening OpenArbor) | TBD | TBD | TBD | ||
| Automation Time tracking in tickets to PM tool | Add functionality from SalesForce ticket, time spent on a ticket, directly to the PM tool. Should enable more accurate time entries for support contracts, time with certain customers, not to mention save time tracking and then updating a separate tool. | TBD | JKW | TBD | ||
| Automation for Target Farm Symbolic Linking | Create a tool that allows the user to select project, Deos DDS install, and target folder. The tool will then find ".bin" and ".darc" files and update the linking on the target folder in linux04.ddci.com | TBD | MJC | TBD |
