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Support Center Operational Workflows & Bug Lifecycle

This document defines the official 5-Stage Incident & Bug Resolution Lifecycle for Medzit NexHealth HMS. Every issue reported by hospital staff, doctors, receptionists, or IT administrators follows a strictly enforced, trackable path from initial report submission to verified production deployment.

5-Stage Bug Resolution Lifecycle Diagram​

Detailed Stage Breakdown & Responsibilities​

Stage 1: Reporter Submits Ticket​

  • Actor: Hospital Staff (Doctor, Nurse, Receptionist, Cashier, Pharmacist, IT Admin).
  • Trigger: User encounters an issue, error banner, unexpected behavior, or system anomaly.
  • Actions:
    1. User navigates to the Enterprise Support Center or clicks Help & Support in the Medzit NexHealth HMS app.
    2. Selects Bug Report Form, fills out compulsory fields (Module, Impacted UHID/Bill, Steps to Reproduce, Screenshot/Logs).
    3. Ticket is assigned a unique reference code (e.g. TICK-2026-8942) and timestamped.
  • SLA Clock: Starts immediately upon form submission.

Stage 2: L1 Helpdesk Triage​

  • Actor: L1 Technical Support Team / Helpdesk Agent.
  • SLA Target: Initial response within 15 mins (P1) to 4 hours (P3).
  • Actions:
    1. Review ticket details, uploaded screenshots, monolog traces, and browser environment.
    2. Validate if the issue is a User Training / Configuration error vs a Confirmed Software Defect.
    3. If configuration/training: Provide step-by-step resolution to user and close ticket.
    4. If software defect: Reproduce in staging environment, attach log traces, set priority (P1/P2/P3/P4), and assign to L2 Engineering Team.

Stage 3: L2 Engineering Bug Fix​

  • Actor: L2 Senior Software Developer / Backend / Mobile Engineer.
  • Actions:
    1. Inspect root cause using Sentry error logs, CloudWatch traces, or local reproduction.
    2. Create a isolated Git fix branch (e.g., fix/billing-gst-calc-error).
    3. Write fix code adhering to Medzit coding standards and add automated unit/regression test cases.
    4. Create Pull Request (PR) and pass automated CI/CD pipeline checks.
    5. Merge to staging branch for Quality Assurance testing.

Stage 4: QA Verification​

  • Actor: QA Engineering Team / Lead Tester.
  • Actions:
    1. Execute automated End-to-End (E2E) regression suite on Staging environment (staging.medzit.in).
    2. Manually test the exact reproduction steps reported in Stage 1 to confirm bug elimination.
    3. Verify cross-platform impact (Web Portal, Flutter iOS, Flutter Android, REST API).
    4. If test fails: Re-open ticket back to Stage 3 (L2 Developer) with detailed failure notes.
    5. If test passes: Sign off ticket as QA Approved and mark ready for deployment.

Stage 5: Production Deployment​

  • Actor: DevOps Engineer / Release Manager.
  • Actions:
    1. Deploy hotfix / release build to production server via zero-downtime Blue-Green deployment or GitHub Actions.
    2. Perform post-deployment smoke test on production (api.medzit.in / nh-docs.medzit.in).
    3. Send automated email & in-app notification to the original reporter: "Your reported issue TICK-2026-8942 has been resolved and deployed."
    4. Ticket status updated to Closed & Resolved.

Escalation Matrix Across Stages​

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