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Business software
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== Application support == Business applications are built based on the requirements of business users. Also, these business applications are built to use certain kinds of Business transactions or data items. These business applications run flawlessly until there are no new business requirements or there is no change in underlying Business transactions. Also, the business applications run flawlessly if there are no issues with computer hardware, computer networks (Internet/intranet), computer disks, power supplies, and various software components (middleware, database, computer programs, etc.). Business applications can fail when an unexpected error occurs. This error could occur due to a data error (an unexpected data input or a wrong data input), an environment error (an in infrastructure-related error), a programming error, a human error, or a workflow error. When a business application fails one needs to fix the business application error as soon as possible so that the business users can resume their work. This work of resolving business application errors is known as business application support. === Reporting errors === The Business User calls the business application support team phone number or sends an e-mail to the business application support team. The business application support team gets all the details of the error from the business user on the phone or from the e-mail. These details are then entered in a tracking software. The tracking software creates a request number and this request number is given to the business user. This request number is used to track the progress on the support issue. The request is assigned to a support team member. === Notification of errors === For critical business application errors (such as an application not available or an application not working correctly), an e-mail is sent to the entire organization or impacted teams so that they are aware of the issue. They are also provided with an estimated time for application availability. === Investigation or analysis of application errors === The business application support team member collects all the necessary information about the business software error. This information is then recorded in the support request. All of the data used by the business user is also used in the investigation. The application program is reviewed for any possible programming errors. === Error resolution === If any similar business application errors occurred in the past then the issue resolution steps are retrieved from the support knowledge base and the error is resolved using those steps. If it is a new support error, then new issue resolution steps are created and the error is resolved. The new support error resolution steps are recorded in the knowledge base for future use. For major business application errors (critical infrastructure or application failures), a phone conference call is initiated and all required support persons/teams join the call and they all work together to resolve the error. === Code correction === If the business application error occurred due to programming errors, then a request is created for the application development team to correct programming errors. If the business user needs new features or functions in the business application, then the required analysis/design/programming/testing/release is planned and a new version of the business software is deployed. === Business process correction === If the business application error occurred due to a workflow issue or human errors during data input, then the business users are notified. Business users then review their workflow and revise it if necessary. They also modify the user guide or user instructions to avoid such an error in the future. === Infrastructure issue correction === If the business application error occurred due to infrastructure issues, then the specific infrastructure team is notified. The infrastructure team then implements permanent fixes for the issue and monitors the infrastructure to avoid the re-occurrence of the same error.
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