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process [2013/10/14 06:52 (11 years ago)] cromoprocess [2013/10/14 07:17 (11 years ago)] cromo
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 ===== Support Level ===== ===== 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 - the issue can be replicated in the customers dataset but not in the demo version of the software (should be tested in the latest version). 
 +  - Upgrade related - the issue showed after updating/upgrading. These issues can manifest into missing transactions. 
 +  - Version related - the issue shows up in a specific version of the software. 
 + 
 +=== Data Related Issue: ===
   - Do basic troubleshooting   - Do basic troubleshooting
   - Check bugzilla for any reported issue    - Check bugzilla for any reported issue 
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 === After Upgrade Related  Issue === === After Upgrade Related  Issue ===
-  - Do basic Troubleshoot ing+  - Do basic Troubleshooting
   - Try to replicate in demo on latest release    - Try to replicate in demo on latest release 
   - Check bugzilla for any reported issue    - Check bugzilla for any reported issue 
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 <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> <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   - Validate Issue
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   - Facilitate escalation to Advance Tech or Programmer   - Facilitate escalation to Advance Tech or Programmer
  
 +<html><hr></html>
  
 ==== Programming Escalation Process Due to Software Issue or Bug Related Concern ==== ==== Programming Escalation Process Due to Software Issue or Bug Related Concern ====
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   * GL will need to create a bug ticket and attach the customer on it with details of the issue and the troubleshooting made   * 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    * GL’s will close the support ticket 
- 
process.txt · Last modified: 2022/11/10 12:25 (17 months ago) by fgabiana