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Comparison with current processes

Bug

Step

Current process step

Possible next steps

proposed process

1

Customer identifies problem and sets priority

  1. Skype to support

  2. email to support

  1. unread item for support

2

Support alerted

unread item alert

  1. Review issue

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

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

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

3

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 Reviews

7

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 start

9

Developer Review

Developer estimates effort required

Await start

10

Developer start

Make system changes

Test

11

Test

Test based on steps to reproduce

  1. More dev changes required

  2. Test ok

12

Test ok

Testing ok

Done

New Feature

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

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

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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Support Portal