Comparison with current processes

Bug

Use case example - adams report

Step	Current process step

Outcome ok

Outcome not ok

Possible next steps	proposed process
Customer identifies problem and sets priority	Skype to support email to support	unread item for support	Customer enters support item in our system Support person enters support item in our system
Support alerted	unread item alert

Clarify

Support responds to gain clarity if required

Customer Alerted

	Review issue	Support alerted to unread item
Support reviews	Review issue	Support Determines Not clear Clear but cannot reproduce Clear and reproducible Training issue Not supported functionality New functionality required	Read and review Not clear / cannot reproduce - request clarity via comment Not a bug - close issue with comment Clear bug - define steps to reproduce - move status
Not supported functionality / new functionality required	Explain to customer not supported and new function required - Close issue	Alert customer not supported and issue closed Customer can convert to new feature request	Customer alerted all of above outcomes
Training issue	Explain to customer not supported and training required with link to training document - Close issue	Alert customer training required and issue closed Customer can convert to new feature request
Not Clear	Customer asked to clarify	Alert customer clarity required
Clear but cannot reproduce	Customer asked to reproduce	Alert customer clarity required
Customer Alerted clarity required	unread item alert	Customer

clarifies

clarifies

closes issue
Support Alerted clarity provided	unread item alert	Support

ReproducesSupport attempts to reproduce problem once clear on it

Reviews
Clear and Reproducible	Steps to reproduce documented	is a bug - move to developer Requires new feature - move to new feature request
Can Reproduce and is Bug

Steps to reproduce defined

Assign developer

developer is assigned / works with support

Test

Testing of changes

Test

Dev fixes problems found

Test

	Support define priority	Await start
Developer Review	Developer estimates effort required	Await start
Developer start	Make system changes	Test
Test	Test based on steps to reproduce	More dev changes required Test ok
Test ok	Testing ok	Done

Released into production and issue closed

Step	Current process	proposed process
Customer report	Skype to support email to support
Clarify	Support identifies new feature required
Clarify	High level design options considered
Clarify	Discuss with customer to clarify requirements
Design	Define changes required to system and resulting test plan
Design	Review with customer to get sign off on design and $
Build	developer is assigned
Clarify	Clarification questions if required from poor design
Test	Testing of changes
Build	Dev fixes problems found in testing
Test	Testing ok
Done	Released into production and issue closed
Invoice	Invoice sent and paid

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