Upgrade Process Functional - odoo-ps/psbe-process GitHub Wiki

Upgrade Process (Functional)

Step 1: Upgrade Request received

A new project is created when the first upgrade ticket arrives in the Upgrade Issues pipe.

Assign TASC to the ticket and Ping her. She will handle the communication regarding this first ticket and will make first checks and dispatch. A reviewer will be assigned at the same time as a technician. This will allow a better distribution of resources. In the meantime, Tasc will handle the communication with the client if needed.

For other countries (US, IN, ...), you can assess the ticket and ping the SPOC from the PSCountry team >>> List of SPOC per country: https://www.odoo.com/web#id=9991&cids=1&menu_id=6447&action=5066&model=knowledge.article&view_type=form

Watch the explanation in this video.

  1. SAAS, SH, or Referrer?

    • SH:
      • Complete the missing description of the task.
      • The project stays in PSBE upgrade project, if it’s a small db see if it can be moved to the indian Sh team.
    • SAAS: (video: 27:25 to 31:35)
      If the DB stays in SAAS(1), transfer the project to India:

      • Stage: PSBE Custom Upgrades ⇒ PSIN Custom Upgrades.

      • Tags: "Team BE-IN", "saas".

      • Add Loc tag

      • ⚠ SaaS custom project are for IN team members. When you have a saas db with “odoo/studio” module in the Loc. This means that the db has Python code directly embedded in the database and not set into modules as it should be done. We need to investigate this (video check odoo/studio), clean (put it into module(s)) and maybe move the db from Saas to SH. This is a discussion to have with the account manager of the client and PDA. If clean-up is needed, the project should be left in PSBE and not moved to PSIN. To stay in SAAS, the database has to be cleaned (all custom code inside modules) and for a total amount of less than 25 hours of development. Ask to PDA for more insights.

        • Step 1: check the client database, make a copy.
        • Step 2: Go to the “Server Actions”
        • Step 3: Open one, and go over the different records. We are looking for Python code written under the “Python code” tab. When you see code go to step 4.
        • Step 4: Click on the small bug button, look for the “View Metadata” section. If no XML ID is set, it means that it is handwritten. Should be in a module. You can also check the Automated Actions.

      • If LOC is less then 100 for "Odoo/studio" or just "Studio" then the project can be moved to standard upgrades project. Keep the “Maintenance of Customisations” tag on the main project but delete it from the ticket itself.

      • When you have a project with a “Maintenance of Customisations” tag and maintenance line on subscription but without any LOC mentioned. You can run the “cloc_explain” module to check what is going on. This only works for Odoo 15 and over versions. Install the module on a duplicate of the production. Download module here. Explanatory video here

      • Ping @Jinal Patel (jip) to let her know a new project has arrived in her pipe.

      • Send an email to the client saying that we have well received the upgrade request and that a tech will soon by assigned to work on the upgrade

      • Referrer: (video: 27:25 to 31:35)

      • If there is a tag Maintained by Referrer on the upgrade main task.

      • Inform the sales that the partner should be handling the custom part of the upgrade, if the maintenance fee is paid to him.

      • Move the parent task to Standard Upgrades stage and the subtasks in Upgrade Issues

      • Inform the customer.

  2. Complete the missing description of the project for Saas and Sh (video: 3:30 to 24:28)

    • All modules covered by Maintenance?
    • All modules still needed? Info to get from the client.
    • Github: Follow the instructions for SH here (video: 13:30 to 14:05).
    • Sh: In incognito mode ⇒ To the Database URL, add /_odoo/support ⇒ Project Page ⇒ Impersonate someone ⇒ Settings ⇒ Add yourself and Set as Admin ⇒ Copy & Paste SH URL ⇒ Log-out.
    • Dedicated BA (if available): Customer Form ⇒ Task (smart button) ⇒ Group by Project ⇒ List view ⇒ Quickstart ⇒ Look for the Assignee ⇒ Business Analyst .
    • Upgrade request status: From the Upgrade platform ⇒ Search for Contract number ⇒ Status. If no request is made, launch a request. (Video: Upgrade request: 16:40 to 17:50 + 19:55 to 22:30 and Upgrade failed: 17:50 to 19:05).
    • Upgrade request failed: Ping @Dhawal Limbuwala (dli) on the upgrade request ticket in the project AND send the upgrade request link and put the ticket in the Upgrade Issues project.
    • Link: Paste link of the upgrade from above (Upgrade platform).
    • Additional information: History of the dev that have been done? The same path, then Dedicated BA. (look for any task in PSBE - Tech Quickstart and ask the BA).
    • Tags: Amount of loc (<2000, 2000<X<10.000, >10.000).

  3. Assign yourself as reviewer of the task. This means you'll be assigned to any new ticket created by the customer.

  4. Set the tasks as Blocked / Ready :

    • Developments are still ongoing (look for any task in PSBE - Tech Quickstart and ask the BA) (Video: 10:30 to 11:50).
    • The Maintenance fees are reduced by more than 50% with Maintenance Adjustment (see with the sales + his manager for a potential regularization).

  5. Everything is completed and fine? Set the task as Ready and send an email to the customer to let him know the upgrade process has started.
    Mail template: PSBE Upgrade - Upgrade start

    • For SH projects: The customer should have at least 2 staging branches during the upgrade: one for the current version and the other for the upgraded version. (Video: 14:20 to 15:35).
      • If the Odoo.SH project hosts 2 or more staging branches, confirm with the customer which branch can be rebuild and used for the upgrade.
      • If the Odoo.SH project hosts only 1 staging branch, the developer needs to add a free staging branch for upgrade purposes.
        You must ping the saleperson to explain that he/she doesn't have to take that upsell into account.

Other info in the video:

  • Upgrade project pipe: 00:00 to 2:00
  • Create a ticket/project: 2:00 to 3:30
  • Contact client: 24:25

Step 2 and 3: Technician Assigned and internal testing

Watch the explanation in this video.

  1. When a technician is assigned to the project AND the kanban state is "In Progress" (grey), send an email to the customer to let HIM know:

    • Discuss with the developer to set up the planning.
    • Complete the description and the deadline field (next step's deadline) accordingly.
    • Inform the customer.
      Mail template: PSBE Upgrade - Technician assigned

  2. When internal testing has started, send an email to the customer to let HIM know.
    Mail template: PSBE Upgrade - Internal testing start

  3. Test the database, make sure you test:

    • Normal workflows (Sales - CRM - Purchase - Accounting).
    • Create, validate, print, send, duplicate, cancel,...
    • Mail templates.
    • Website.
    • Check all pages content and aspect.
    • If e-commerce: place an order from a to z.
    • Full “contact us” flow of if client uses the lead feature for instance.
    • Favorites still available in the view list?
    • Check if fields are missing in all the tabs (including Studio).

  4. Create one ticket on PSBE Custom Upgrades Issues for each issue you find:

    • Fill the subscription field (mandatory). The parent will be automatically linked and the reviewer assigned.
    • Explain the issue with as much detail as you can (you can provide screenshots and videos).
    • Assign the technical issues to the developers.

  5. Do the follow up of the issues, potentially provide more feedback and close them when fixed..

  6. When the database is ready to test by the customer, send an email to let them know:

    • Remind the process of creating issues.
    • Inform about deadlines(including estimated time for the production upgrade).
      Mail template: PSBE Upgrade - Customer testing

Step 4: Client testing

Watch the explanation in this video.

  1. Tickets created by the customer will be automatically assigned to the Reviewer.

    • Review the tickets created by the customer.
    • Is it standard?
    • Is it related to the custom code?
    • Is it related to their data (new records, translations, ...) ?
    • Request more information if needed.Take care of the functional ones and move them (when actively working on them) in the Functional stage.
    • Assign the technical issues to the developers.

  2. Do the general follow up with the client and technician. For each issue created by the customer, close them when fixed.
    Mail template: PSBE Upgrade - Upgrade ticket fixed

Step 5 and 6: Production database Upgrade and ready to upgrade

Watch the explanation in this video.

  1. Send the upgrade report to the customer to ask him to check that everything is fine on his side.
    In case he has Accounting, be sure the lock date has been set (should be done by the customer BUT the reviewer and dev will be the ones dealing with all resulting issues so must double check it too).

  2. When all tickets are fixed, the database is ready to go into production.
    Remind the deadline to the customer and schedule a date for the upgrade with the tech and the customer.

  3. Things to take into account when choosing a date and time:

    • We need to be flexible, ideally on weekdays (beginning of the week) and during the office hours. Keep in mind that some businesses run exclusively with Odoo (e-commerce). In some cases, we need to be available outside office hours.
    • During the upgrade process, the Reviewer must be available.
    • Risks of not doing the upgrade during working hours:
      • If an issue occurs during the upgrade, not all the resource persons will be available. Database may have to be rolled back.
      • If there's a problem in the upgraded database, it won't be handled until the next working day.

  4. The day of the upgrade:

    • Remind the customer the upgrade will be done, and the service will be unavailable for approximately X hours (X being calculated at the last rehearsal). Contact the developer to have the estimation.
      Mail template: PSBE Upgrade - Production upgrade begin
    • Be available in case there's any inconvenience.
    • Take a look at the upgraded database and let the customer know it has been successfully upgraded and they can use it again.
    • Explain the post upgrade procedure to create tickets.
      Mail template: PSBE Upgrade - Production upgrade ready
    • Ask the developper to delete the staging branch created for upgrade purposes.
    • Set the upgrade task as "Done". All the subtasks should be closed (Done or Canceled).

  5. Stay available for urgent fixes and enjoy the good work done.
    Within the next 2 weeks, have a look at the post-upgrade tickets in the Help project (search with the subscription) and move back to PSBE - Maintenance all tickets found for further analysis.

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