...
- Proposal Preview is not working, but the user can download the proposal pdf - Users still have access to the proposal, so they are not fully blocked, however we need to work to get the functionality up and running quickly
- NOT E1 - When I search for a last name, it doesn't come up in the pipeline, but I can find all other deals by last name - This is probably indicative of a minor bug or user error with the search, and there will be a lot of ways to help them through this. Even though it may seem similar to the issue above, they are distinctly different because in the first case ALL previously created deals are blocked, whereas in this case the user is only struggling to find one deal.
P2
Examples:
- E1 - Pipelines are not loading - Users cannot locate previously created deals and therefore are blocked from critical functionality, even if they can create new deals
- NOT E1 - When I search for a last name, it doesn't come up in the pipeline, but I can find all other deals by last name - This is probably indicative of a minor bug or user error with the search, and there will be a lot of ways to help them through this. Even though it may seem similar to the issue above, they are distinctly different because in the first case ALL previously created deals are blocked, whereas in this case the user is only struggling to find one deal.
P3
P4
Step 1: Assess urgency
Is the deal blocked from moving forward?
- Is the deal blocked from performing a key action within the platform?
- Apply for Credit?
- Proposal download?
- Contract sending?
- Contract signing?
- Are any of the key calculations incorrect?
- Numbers appearing on contracts?
- Numbers appearing on proposals?
- If you answered yes to any of the above questions, this is considered a P1 ticket
- P1 tickets
Step 2: Help the user move forward with the deal
Are there help articles pertaining to this functionality?
- Search in the external knowledgebase for keywords in the ticket
- Search in the support database for keywords in the ticket
Have there been other tickets with similar questions or issues?
- Search in Jira for keywords in the ticket
Does the issue have a workaround?
- Manual workaround for the specific action
- Example:
- Refresh page
- Issue with system design, create new system or create system without setbacks
- Archive the deal and re-create
- Example:
- Data workaround
- If you need the development team to execute a datafix, create a task in the Engine Bugs and Tasks project and add the ticket to the current hotfix
- Example:
- Un-archive deal they accidentally archived
- Run DocuSign status update to look for missed DocuSign callbacks
- If you have identified a workaround, the support ticket can be downgraded to a priority of P2
Step 3: What is the pervasiveness of the issue?
It can be challenging to know the full impact without knowing the root cause, however we will continuously try to gauge based on the information that we have.
- How many reports have we had to the support team?
- How many deals are impacted in the known sentry error?
- Is it impacting only this deal?
- Is it impacting only this user?
- Is it impacting only this organization?
- Is it impacting only users with a specific role?
Using these questions, could the issue POTENTIALLY impact > 50% deals?
- If yes, if issue is P2, leave as P2
- If no, if issue is P2, downgrade to P3
Step 4: Are there clear, repeatable steps to reproduce when creating a brand new deal?
- If Yes, create a bug ticket
- Add steps to reproduce
- Project: Engine bugs and data
- Sprint and assignee are blank
Step 5: Determine next steps
...
- Re-assign Support ticket to Mariya
- Create an investigation ticket and assign to Mariya to act on right away
...
- If there are not steps to reproduce
- Create an investigation ticket and assign to Technical Support team
...
- A problem impacts a critical application function and impacts > 50% of users
P3
- A problem impacts a critical application function and impacts < 50% of users
- A problem impacts a non-critical application function and impacts > 50% of users
P4
- A problem impacts a non-critical application function and impacts < 50% of users