Customer identifies problem and sets priority

1. Skype to support

2. email to support

1. unread item for support

1. Customer enters support item in our system

2. Support person enters support item in our system

Support alerted

unread item alert

1. Review issue

Support alerted to unread item

Support reviews

Review issue

Support Determines

1. Not clear

2. Clear but cannot reproduce

3. Clear and reproducible

4. Training issue

5. Not supported functionality

6. New functionality required

Read and review

1. Not clear / cannot reproduce - request clarity via comment

2. Not a bug - close issue with comment

3. 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

1. 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

1. Customer can convert to new feature request

Not Clear

Customer asked to clarify

Alert customer clarity required

3

Clear but cannot reproduce

Customer asked to reproduce

Alert customer clarity required

4

Customer Alerted clarity required

unread item alert

1. Customer provides clarity

2. Customer closes issue

6

Support Alerted clarity provided

unread item alert

Support Reviews7

Clear and Reproducible

Steps to reproduce documented

1. is a bug - move to developer

2. Requires new feature - move to new feature request

8

Can Reproduce and is Bug

Support define priority

Await start9

Developer Review

Developer estimates effort required

Await start10

Developer start

Make system changes

Test

11

Test

Test based on steps to reproduce

1. More dev changes required

2. Test ok

Test ok

Testing ok

Done