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  1. A ticket is created by an internal Customer using the Employee Support Portal

  2. Monitor Customer Request Queues

    1. Mavericks

      1. Content & Authoring

      2. Catalog & Publishing

      3. Platform & Infrastructure

    2. Spartans

      1. Commerce & Payment

      2. Learner Experience

      3. Business & Enterprise

  3. Set appropriate fields for each issue

    1. Assign to yourself

    2. Reach

      1. How many people are affected?

    3. Impact

      1. What is the impact of this issue, for example: completely blocked, workaround available, working but ugly

    4. Priority (based on reach/impact)

    5. Team (may not be the team you are on)

    6. Platform Area

    7. Ensure Description includes: 

      1. Steps to reproduce

      2. Necessary links and screenshots

      3. Explicit expectation of behavior

      4. Any timeline or urgency to take note of

  4. Move CR ticket to Triaged Jira status

    From this point on:


Info
titleFrom this point on:

The Customer Request Triage is comlete Next steps are within the PROD Development Workflow.

The CR ticket will update automatically based on the development ticket's progress and mirror the Customer request process equivalents of the Product ticket's 'status'.

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