Prioritizing a ticket can feel more like an art than a science, and unfortunately there is no clear answer.
E1 - (Highest)
A problem has made a critical application function unusable or unavailable and no workaround exists.
Definition of critical application function:
Ability to create a site
Ability to find previously created sites
Ability to generate new proposals
Ability to generate contracts
Ability to run credit
Finance numbers generating correctly
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.
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How to process an E1 Ticket
Edit the SS ticket subject to include “E1”
All reports of an E1 bug will trigger a message that will be sent to the softwaresupport slack channel, certain members will also get mobile phone text messages
When on duty, immediately respond to the customer and let them know we are looking into it. If there are multiple support agents active, please coordinate on the support channel with who will handle the ticket.
Create a bug ticket linked to the SS ticket. This must be done within 15 minutes of receiving the ticket. Here are instructions on how to create a bug ticket.
Slack Mariya, Sam and David with a link to the bug ticket.
E2 - (High)
A problem has made a critical application function unusable or unavailable but a workaround exists.
Examples:
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
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- Re-assign Support ticket to Mariya
- Create an investigation ticket and assign to Mariya to act on right away
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- If there are not steps to reproduce
- Create an investigation ticket and assign to Technical Support team
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How to process an E2 Ticket
All reports of an E2 bug will trigger a message that will be sent to the softwaresupport slack channel.
When on duty, immediately respond to the customer and let them know we are looking into it. If there are multiple support agents active, please coordinate on the support channel with who will handle the ticket.
Create a bug ticket linked to the SS ticket. This must be done within 15 minutes of receiving the ticket. Here are instructions on how to create a bug ticket.
Slack Mariya, Sam and David with a link to the bug ticket.
E3 - (Medium)
A problem impacts a critical application function and impacts > 50% of users
E4 - (Low)
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
E5 - (Lowest)
A problem impacts a non-critical application function and impacts < 50% of users