1. Ticket is submitted through support@gpmd.co.uk or support.gpmd.co.uk
2. Someone should respond to ticket within our target response time, with the following:
- Priority assigned (P1, P2 & P3)
- Date (or time for P1) when the ticket will have someone working on it (should be inline with target in progress times)
- Steps to recreate added the ticket
- Next actions for GPMD outlined
- Indicate if this is a Task Ticket
3. When scheduling the person to work on the ticket the following actions need to be taken:
- Update ticket to inform the client (point 2 above)
- Assign to the person in the Asana Support Queue
- Assign the Due Date in the Asana Support Queue
- Assign the right section in the Asana Support Queue (To Do (Backend), To Do (Frontend) or To Do (Doesn't require a developer)
- Update the Task Ticket Tracker spreadsheet (add the ticket if its a Task Ticket)
- Update Daily Task Spreadsheet (with link to task)
4. When starting work on a ticket the following actions need to be taken:
- Update the ticket to inform the client we are working on the ticket
5. When we stop working on a ticket the following actions need to be taken:
Update the ticket to inform the client what has been done:
- If complete and live say so
- If tested and ready for release give the expected date of release, and inform them that the fix is on UAT for review
- If no resolution has been found give a detailed outline of whats been done and re-schedule the ticket following the steps outlined in points 2 & 3
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