Re: Troubleshooting COTS Systems

Subject: Re: Troubleshooting COTS Systems
From: "Michael Collier" <michael -dot- collier -at- mail -dot- dss -dot- mil>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 13 Aug 2002 14:44:23 -0600

Kind of a broad question, but let's start with the basics. First you must
do a pretty thorough task analysis of the things your users will be doing
with the system. Troubleshooting tips must center around what may impair
accomplishment of these tasks, as opposed to merely regurgitating
troubleshooting info from the vendor docs.

You could look at the system requirements documents and other specs for
some clues. Also, who is responsible for testing the software? You need
access to test plans and procedures; if these don't exist, well, they
really need to be written up (these will tell you how the customer expects
the system to perform; results of failed tests will tell you what you need
to troubleshoot for.)

I've always done maintenance, diagnostic and troubleshooting procedures by
working very closely with the system engineer and the testers, so you'll
probably have to do the same.

Michael Collier
DSS Baltimore Operations

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