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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

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
  • 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

  • If the ticket is P1
    • Re-assign Support ticket to Mariya
    • Create an investigation ticket and assign to Mariya to act on right away
  • If the ticket is P2
    • If there are not steps to reproduce
      • Create an investigation ticket and assign to Technical Support team
  • If the ticket is P3
    • Communicate workaround to customer and close support ticket 



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