311 Phase 2 Run Book
- Mei Sun
- Shaija Ibrahim
- Monika Matel-Sousa
This document outlines the required documented need for project transition into the service delivery team. Project to Operation transition begins with a document analysis. Information should be forwarded to allow the service team to review and ask questions around clarification. In cases, where documentation is not available, the project team will work with the service team via knowledge sharing workshops to address any gaps.
DOCUMENTATIONS/DELIVERABLES:
Documentation type | Available Y/N | Document format | Document location |
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Project Charter |
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| 311 P1 Project charter to be used, new governance structure/body
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High Level Business Requirements |
| JIRA User Stories , Confluence page summary | Required Confluence page with a summary of all features in the MVP delivered in final release. Each Epic/feature can drill down to user stories, tasks etc. which were approved and delivered
https://toronto.atlassian.net/secure/Dashboard.jspa?selectPageId=11258
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Detailed Business Requirements |
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| o High Level Bus.Reqmts: https://toronto.atlassian.net/wiki/spaces/EP2/pages/421134364 § Ref Appendix J.2 § Appendix V (Spark recommendation included in the RFP) o User Stories : https://toronto.atlassian.net/secure/Dashboard.jspa?selectPageId=11258 o Project Docs : ECRM - Phase II- 311 Toronto CRM Project - Confluence (atlassian.net)
Service Request Categories (Updated document that includes comments from CCG and 311 responses (https://toronto.atlassian.net/browse/EP2-5546 )
Special Characters: Special Characters
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Business Impact Assessment |
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| Documentation of impact assessment if any conducted for any major change. Feature, product or deliverable
JIRA Tasks labelled as Decisions ( Shine/Roopy)
The link to the EARB minutes can be found at . Attached Email for below decision.
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Documentation of Cloud assessment and approval |
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| Email or Documentation with assessment details and final approval from Cloud & Internet Services Team
Assessment from 311 P1 used ( Documentation from 2018) CARB review not done as CARB was created only in 2019 ( Shine/Roopy to send emails related to this decision)
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Architectural Design Documents |
| Confluence | Is Confluence page to be referred for Architectural details?
Require updated information to reflect new system architecture delivered by project. Require documentation, diagram depicting the architectural components, integration with external systems etc.
Document 'Toronto Architecture': the architectural components /information seem to be related to current state (311p1).
Below link has Webex recordings only.
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Functional Design Documents |
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Functional Specifications or Wireframes/Mock up's provided by 311 PMO team Link:
· Salesforce SPARK :
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Data Model |
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| Logical and Physical Data Model documentation required. · Data Model & ERD :
Data Model – Design Document – is this the most recent version?
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Technical Design Documents |
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Design Elements: Technical Design Documentation should include details for all custom Salesforce components. Example: API Name, purpose, working details etc. to be included against each component.
Sustainment Team - Session #4 - Custom Code Utilized Services (GCC services etc.) Process Builders Email templates Validation Rules Custom Metadata Custom Settings Mobile Application custom development Global Configurations etc. Scheduled jobs, batches etc.
· Adding a SmartLink to an Article · Reports and Dashboards Questions from IBD · Regex pattern: Sustainment Team - Session #2 - Solution & Self-Service Configuration - ECRM - Phase II- 311 Toronto CRM Project - Confluence (atlassian.net) · P1 to P2 Field Mapping (MLS Noise Field Mapping): ·
Field Validation:
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Integrations |
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| Middleware API endpoints for web, mobile and Salesforce
Certificate and Mutual Authentication Certs installed 2 Mutual authentication 2 certs Integration cert installed on downstream systems Connected apps 311 Integration
Certificates – Downstream ( for connection with Divisional systems) Mutual Auth – Upstream ( WP)
The permanent links to the API specifications are:
Service callout to Geocoder ( PIS/GCC) – Middleware API endpoints for web, mobile and Salesforce Phase 1 - Data Migration Requirements and Mapping
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Documentation of change to architectural or technical design |
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Documentation of Prototype |
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Documentation of Prototype feedback/ approval |
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Data Dictionary (includes all relevant objects, fields and data types) |
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| Field and data type information from Salesforce to be extracted and provided in Excel format.
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Test Plan(s) |
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| Salesforce Unit Test plan, related documentation for each user story or deliverable.
Xray Link: Code to be transitioned to City Gitlab ? |
Unit Test Scripts |
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| Salesforce Apex Test scripts, Overall coverage, test classes, etc.
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Unit Test Results |
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| Salesforce Unit test results documentation - custom code |
System Integration Test Scripts |
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| Integration Test Scripts documentation
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System Integration Test Results |
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| Integration Test results documentation
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Performance Test Scripts |
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| Performance Test Scripts documentation
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Performance Test Results |
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| Performance Test Results documentation
Action Item: follow up with Marco and Johan
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Capacity |
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| Data storage - growth plan ( volume forecasted) · Additional Storage Analysis :
Salesforce additional storage procured Staff report – Shine to send Powerpoint - Shine to send Council approval
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Security Test Results (PIA/VA/TRA), Security Audit |
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| Security test results Approval email, related documentation provided by Security ( CISO) Team after security screening the application and integrations.
Executive Go/NO GO Readiness Checklist – to be uploaded by Shine prior to GO Live
311 Toronto - Consolidated Security Matrix
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Security Framework |
| Confluence | Salesforce security set up:
Security matrix link: 311 Toronto - Consolidated Security Matrix Field level security
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Email Management |
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Tableau |
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| Tableau CRM User Guide - ECRM - Phase II- 311 Toronto CRM Project - Confluence (atlassian.net)
(This has the recording and documents from the demo on April 28th) |
Mobile Application |
| Confluence |
REACT framework? Mobile app delivery has been postponed to Nov /Dec 2021 KT sessions will be arranged later part of the year.
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User Acceptance Testing Scripts |
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| UAT scripts ( Xray link)
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User Acceptance Testing Results |
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| Link to test results (Example : A link with all stories in a Sprint with test results attached) |
Accessible Testing Scripts |
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| Testing details, use cases provided by AODA project team
Issue navigator - Jira (atlassian.net)
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Accessible Testing Results(AODA) |
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| Testing results , Email of AODA testing approval provided by AODA project team |
Traceability documentation |
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| Confluence page to summarize the traceability and mapping for delivered items Epic > user story > tasks Traceability matrix Test case> user story Traceability matrix
No Traceability documentation |
Approval of Testing results |
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| UAT Sign off Email
Waiting for final 311 sign off (Oct 08) |
Training documentation |
| Confluence | Training:
Sustainment handoff:
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Production deployment plan |
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10/19/2021 From Catalyst list of all tasks for Prod |
Implementation approval documentation (CAB) |
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| CAB ticket # CM000XXXX
Middleware to backend systems connectivity –CAB Oct 13 2021 Production Date(s): Oct 19 2021 (Salesforce) -- Preprod Oct 28' 2021 (P2P1 Integration, )
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Sustainment Operations documentation (Runbook) |
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| Runbook has several sections that need to be filled in. These help operational support staff while troubleshooting production issues
Confluence page to list items that need to be verified when troubleshooting Production issues (Quick reference) - Bring this up in the KT session with Catalyst |
Exit Warrantee documentation/Approval |
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| Warrantee Details as agreed to in the SoW etc. Warrantee start and expiry dates ( 90 calendar days)
Oct 30 – Day 1 of warranty >> Jan 2022 Hot fix plan etc. by vendor during warrantee period? |
Issue Log |
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| Issue Log : TBD , list to be cleaned up after GO Live
Backlog of undelivered items - Outstanding issues after project closes. TBD , list to be cleaned up after GO Live
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Decision Log |
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| Key Decisions (architecture, Business process, technical process change etc.) taken during project. File upload solution reviewed with OC office – Email/KIRA task? Email integration – Email/ JIRA task? Wordpress instead of Community Portal – Email /JIRA task?
JIRA Tasks ( labelled as decisions) – Shine to send link
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Production software bundle |
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| Information on any additional software , licenses etc. procured during project delivery Storage Lightning Scheduler Digital Engagement Social Studio
Reference Data Management - Druva Tool
Druva – Application used by Catalyst team to promote reference data between Salesforce environments 3rd party Tool procured by Catalyst on behalf of the City ( 1 year license only, expires ~ Jun 2022, 311/TSD to initiate new procurement if tool needed in future, $4200 ). KT session on Druva tool: :
Salesforce Shield: _____________________
BlueCanvas: __________________________________
Configuring Priorities and Scheduled Resolution Dates Process for Data Load involving Requests
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Source code of software developed |
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| Salesforce Change log to include source code change details including pre and post deployment steps. Can a report be generated from BlueCanvas for all Salesforce components planned to be promoted to Production? Mobile App
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Software tools for sustainment |
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| Information on any additional software , licenses etc. procured (example: DevOps tool ) List and describe all software components the system uses, this should also specify sub components of the operating system. Provide details on purchase, expiry date, licenses etc.
Druva – June 2022? $5000 , 1 org wide license – Catalyst procured it for a year. 311 IBD or TSD?
BlueCanvas - June 2022
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Software licenses required for sustainment |
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| Information on any additional software, licenses etc. required for support staff while performing production support activities. please provide versions and associated licenses to those components Salesforce: 103 + 20 in p1 , In P2 = 100 SF EE licenses procured during launch , Salesforce courtesy licenses = 260 Post launch Nov 2021 , 123 >> 311 licenses to be transferred from P1 to p2 P2 Lightning scheduler used by 311 booking appointments = 24 Lightning scheduler licenses and 24 restricted user RU licenses KB = 630 licenses in P2 (215 in p1 >> 630 ) – Also will be used by Divisional users CTI licenses 80 standard >> 280 Enterprise (p2) – license to be managed by TSD ( Marco?) Shine initiated process for additional 10 licenses >> for support team ( Salesforce EE licenses) Email to be sent by Shine for above details
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Environments |
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| Confluence | Verify below environment information is correct.
Also include information on the expected future state of the integrated test environments. Provide information on external Integrations that need to be taken off and connected to another environment etc. after Go Live. P2 only one integrated end to end environment SIT Divisional systems /Backend have 2 non prod environments. The test environments that are disconnected from p1 Lagan need to be repointed to P2 UAT. Shine to inform the divisional support teams so the request is in place for the test environments.
Environments - ECRM - Phase II- 311 Toronto CRM Project - Confluence (atlassian.net)
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Interfaces to systems operated by other departments
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| Confluence | List and describe any interfaces that integrate with other divisional systems. Documentation required to describe integration details and interfaces of the system. Departments/Divisions/External using or Interfacing with system: TW, IBMS, Chameleon?
Integrations:
P1P2 Integration QA Test cases/scenarios:
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Backup, Restore and Recoverability and Archival of records |
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| Backup, restore and archival strategy for Salesforce application
Shine: Not in scope of the project. There is no back up restore solution at an enterprise level PoC done by Richard Cao- Data Archiver - solution was not approved – Marco and Stephen?
Shine to send emails, documentation – on PoC and related decisions · Data back-up & Recovery :
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Organization of a Shut-down (Planned Outage) of this application
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What are the steps for a safe outage? Indicate the anticipated window for applying operating system and application patches. Indicate the sequenced steps involved in a planned outage for this system. Indicate whether there would be any damage sustained from an irregular shutdown and whether any repair scripts would need to be run as recourse. Impact of an outage of an interfacing system on this system
Require Technical and Business process?
BlueCanvas Roll back : ___________________________
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Additional Relevant Documentation for Project |
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Additional Comments
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For questions – please contact Salesforce Service Delivery Team
