Support Portal

Internal Help System

Owned by Paul Sawkins
Last updated: 19, Aug, 2024
2 min read

Comparison with current processes

Bug

Use case example - adams report

  1. Adam sent email

  2. John raises issue + attaches the document + adds a comment - need more clarity

  3. Adam should be alerted

 

 

Step

Current process step

Possible next steps

proposed process

Step

Current process step

Possible next steps

proposed process

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

 

Clear but cannot reproduce

Customer asked to reproduce

Alert customer clarity required

 

Customer Alerted clarity required

unread item alert

  1. Customer provides clarity

  2. Customer closes issue

 

Support Alerted clarity provided

unread item alert

Support Reviews

 

Clear and Reproducible

Steps to reproduce documented

  1. is a bug - move to developer

  2. Requires new feature - move to new feature request

 

Can Reproduce and is Bug

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

  1. More dev changes required

  2. Test ok

 

Test ok

Testing ok

Done

 

New Feature

Step

Current process

proposed process

Step

Current process

proposed process

Customer report

  1. Skype to support

  2. 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

 

Non system changes - eg one off reports / data migrations or updates etc

step

 

 

step

 

 

Customer request

  1. Skype to support

  2. email to support

 

clarify

 

 

Do Work

 

 

Done

Release to customer

 

Invoice

Invoice sent and paid

 

Bug

  1. Customer raises bug

  2. John (or Paul) review the problem

  3. Customer is asked for more information

  4. Cancel - optional - need outcome (training required)

  5. Can reproduce

Status of issue

 

 

Status of issue

 

 

New / unread

 

 

Clarifying

Wait on customer

Wait on SaaSplications

 

Ready

 

 

Closed

 

 

Cancelled

 

 

Status of task

Task types

 

Draft

Investigate

 

Quote

Design

 

Plan

Build

 

Approved

Test

 

In Progress

Document

 

Completed

Configure

 

Rejected

 

 

Cancelled

 

 

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