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# System prepended metadata

title: FF process

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# FF process

## Agenda
- Current process
- FF tools
- Common outcomes from tickets
- Common ticket cases
- Answer ticket demo


### Current FF process

> Related article - [How to Be a FireFighter](https://officernd.atlassian.net/wiki/spaces/HOME/pages/327712773/How+to+Be+A+Firefighter)

- answer tickets - the FF make sure that all tickets assigned to dev are ansewered on time
- the FF is a point of contact for technical questions comming from the customer facing teams
- how did we get here (history of FF)
- problems that FF solves
    - there is dedicated person to handle issues so the dev team is focusing on their job
- problems that FF brings
    - the FF needs to be knowledgeable on the whole platform which is impossible

### FF tools

Common tools that the FFs use:

- zendesk
- kibana
- Live DB backup
- debugging
- codebase


### Common outcomes from ticket

- bug in the platform - log it, provide workaround if possible, fix if easy
- critical bug - log it, initiate hotfix
- missing feature - communicate with PMs and log it
- broken data - fix through API or create new utility and fix the data 
- client does not use the feature correctly - explain how to use it


### Common ticket cases

> Related articke - [Common FF cases](https://officernd.atlassian.net/l/c/q7KwoqjV)

Not many repetitive cases.

- coins/credits update
- upload SSL certificates
- different bug reports


### Answer ticket demo

**Ticket answering process:**

- assign the ticket you want to work on
- understand the problem - the support colleagues usually summarize for us what the clients wants
- find why the problem is happening 
    - observe the logs
    - debug with the live DB backup
- reproduce the problem
- log bug if necessary
- fix the data if necessary
- answer the ticket


