Skip to content
CA Service Management - 14.1
Documentation powered by DocOps

Defect Resolution Process

Last update December 21, 2018

In CA Service Management, customer reported issue is characterized as a defect. This article outlines the process for defect triage, defect resolution, and the delivery cadence.

 

How to Report a Defect

CA Support is a one-point destination for reporting a product defect.

For other queries, ideas, tips, and feature enhancements, that do not fit the definition of a defect, can be submitted in the CA Service Management community. The community provides a unique opportunity to network and help you maximize your software investment by tapping into a community of expertise, open 24/7.

Defect Triage  

Each defect is triaged and subsequently a technical severity is assigned to the defect, by the Customer Voice team (CV Team).

The technical severity mentioned above is different from the CA Support case assignment severity. The technical severity helps prioritize workload within the CV Team for the purpose of delivering solutions to reported defects.

Note: All defects that are triaged and determined to be an enhancement request should be submitted as idea for consideration in future releases. The idea must be submitted by the customer in the CA Service Management community.

Severity Description Criteria 
S1

System-down or a product-inoperative condition impacting production environment, and an immediate workaround is not available.

  • Causes downtime
  • Irrecoverable data corruption
  • Daily application crash
  • Critical security exploits
  • Blocks a critical business functionality.
S2

A high-impact business condition possibly endangering a production environment. 

  • Blocks a product functionality with no available workaround
  • Impacts but does not block a critical business functionality
  • Causes recoverable data corruption or loss
  • Pertains to significant performance degradation
  • Causes localization defects that make the functionality unusable
  • Causes application crash weekly or less frequently
S3 A low-impact business condition with most software functions still usable; however, some circumvention might be required to provide service.
  • Impairs users ability to use full functionality set of the product
  • Might have a reasonable work-around
  • Insignificant performance degradation
  • Incomplete/Incorrect un-installation of the application
  • Incorrect error or log messages
  • Accessibility or usability defects causing minor inconvenience
S4 A minor problem or question that does not affect the software function. 
  • Causes confusion or inconvenience but does not result in loss of functionality
  • Low business impact
  • Low visibility or impacts small set of users

Defect Communication

All customer reported defects can be tracked through CA Support Online. An update is provided when the triage is complete. The frequency of updates for an S1 is high. For lower severity defect, the updates are available based on the progress milestones.

Cadence for Delivery Method

Defect fixes are delivered quarterly through either a cumulative patch, a roll-up patch, or GA release.

Tip!

  • We recommend that you review and meet the prerequisites before you install either a cumulative patch, a roll-up patch, or GA release.
  • Before applying either a cumulative patch, roll-up patch, or a release, we recommend that you verify them in a test environment that is a representative of your production environment in terms of the configuration and data volume.
  • A cumulative patch, and roll-up patch is available for download from the Solutions and Patches page. The GA release is available through the product download page.
  • Mobile App updates are made available through Google Play or Apple App Store.

A cumulative patch or the next release will contain fixes from the previous cumulative patches, roll-up patches, and test fixes (released, and unreleased). A cumulative patch ensures optimal performance and seamless system maintenance. Also, it reduces the overall patch level complexity and ensures that the collection of fixes are interoperable as they undergo a complete QA lifecycle.

A roll-up patch contains the fixes for S1, S2 defects since the last cumulative patch or roll-up patch. The roll-up patch undergoes QA testing that is limited to the following:

  • Verification of the fix that is resolved in the patch.

  • Regression and integration test coverage that is limited to the impacted product area.

Severity

Delivery Method

Additional Information
S1

Test fix*

A work-around or test fix is provided to the affected customers to support business continuity based on the latest cumulative patch or roll-up patch.

S2

Cumulative patch

Resolution for a S2 defect will be provided through the next available cumulative patch, roll-up patch, or product release. In critical cases, a test fix may be provided to the customer based on the latest cumulative/roll-up patch level.

S3 Cumulative patch or future release Resolution of a S3 defect will be provided on a case-by-case basis either through a cumulative patch or a future release based on the complexity and risk. 
S4 Selected defects in a cumulative patch or a future release Low severity defects that affect several customers would be considered for resolution in a cumulative patch or a future release. Other S4 defects are closed.

* indicates Test fixes are not provided for xFlow Analyst Interface, CA ITAM, and Mobile App.

Was this helpful?

Please log in to post comments.