Differences

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--- process [2013/10/14 06:52 (11 years ago)] – cromo
+++ process [2013/10/14 07:08 (11 years ago)] – cromo
@@ Line 1: / Line 1: @@
 ===== Support Level =====
-=== Data Related  Issue: ===
+==== 3 Different Types of Issues ====
+These are the 3 type of different issues that might be need escalation to programming. the purpose of this list is to document all basic steps to take before the Product Maintenance team will accept a ticket. This will serve as a guideline for technicians.
+=== Data Related Issue: ===
   - Do basic troubleshooting
   - Check bugzilla for any reported issue
@@ Line 14: / Line 17: @@
 === After Upgrade Related  Issue ===
-  - Do basic Troubleshoot ing
+  - Do basic Troubleshooting
   - Try to replicate in demo on latest release
   - Check bugzilla for any reported issue
@@ Line 24: / Line 27: @@
 <note>If the issue is really a big pain for the customer and is affecting business revert the customer back to old version right away</note>
-Support Group Lead:
+=== Version Related Issue ===
+  - Do basic troubleshooting
+  - Replicate the issue in a demo running in the latest version of the software
+  - Replicate the issue in the customers dataset if needed
+  - Check bugzilla for any reported issue
+  - Inform GL/TS Manager right away
+  - Maybe advised also for  tech to call 1659 or show issue to a programmer
+  - If advise to grab a copy of dataset then do so
+  - Prepare Error log report from updated /upgraded data /trainingdata
+<html><hr></html>
+==== Notes for Support Group Lead ====
   - Validate Issue
@@ Line 32: / Line 47: @@
   - Facilitate escalation to Advance Tech or Programmer
+<html><hr></html>
 ==== Programming Escalation Process Due to Software Issue or Bug Related Concern ====
@@ Line 57: / Line 73: @@
   * GL will need to create a bug ticket and attach the customer on it with details of the issue and the troubleshooting made
   * GL’s will close the support ticket