Summary: After a bot is released, there are a few different things that can happen. A bot can either have a low severity error, a high severity error, an enhancement made, a break in the process, or it could be decommissioned. A consistent standard and expectation is required upon each of the above events.
Terminology:
Low Severity Error: When a bot fails to perform the work as it was designed, however the failure doesn't resolve in the bot doing any work erroneously. Examples include: Bot didn't trigger when it was supposed to trigger, or the Bot wasn't able to complete the process successfully.
High Severity Error: When a bot fails to perform the work as it was designed, AND performs an operation erroneously that requires a remediation. Examples include: Bot was supposed to upload a record for user 1234 but instead uploaded the record for 12345. Bot was supposed to select Drop Down A but instead selected Drop Down B.
Enhancement: When a change is made to the bot code to provide additional/changed functionality.
Decommissioned: When a bot is no longer required, and stops running in production.
Process Break: When a bot fails to perform the work as expected, but results not from an error in the bot code, but a change in the process which the bot was set out to automate. Examples include: Change in DropDown values, so bot is no longer able to select the right one. Change in Website Layout/Functionality so a bot can no longer perform desired operations.
Processes:
Low Severity Error: When a Low Severity Error is encountered -
1. A ticket should be created in the Low Severity Error Epic in Dev Ops, to track the occurrence.
2. Communicate to Process Owner of issue to begin Business Continuity Plan
3. Root Cause analysis should be performed to determine the cause of the error.
4. A patch to the code should be made (if applicable) to solve for the issue.
5. Test Scripts to be completed on affected code.
6. Code to be redeployed.
7. Confirmation that change solved the problem as anticipated to be included on ticket, with Process Owner signoff.
High Severity Error: When a High Severity Error is encountered -
1. A ticket should be created in the High Severity Error Epic in Dev Ops, to track the occurrence.
2. Communicate to Process Owner of issue to begin Business Continuity Plan.
3. Remediation Plan to be created and shared with Process Owner.
4. Root Cause analysis should be performed to determine the cause of the error.
5. Creation/Enhancement of FMEA to incorporate additional controls if required.
6. A patch to the code should be made (if applicable) to solve for the issue.
7. Test Scripts to be completed on affected code.
8. Documentation to be updated/Support
9. Code to be redeployed.
10. Confirmation that change solved the problem as anticipated to be included on ticket, with Process Owner signoff.
Enhancement: When an enhancement is required -
1. A ticket should be created under Project Epic in DevOps.
2. Gather additional requirements and build into Process Flow document
3. Update Business Case to incorporate additional savings
4. Prioritize Enhancement against Book of Work
5. Make enhancements to code
6. Test code/Test Scripts
7. Documentation (Runbook, Solution Design Document, Requirements Document) to be updated as needed
8. Production Parallel
9. Process Owner signoff on changes
10. Full Production
11. Process Owner signoff on changes
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