This document will address:
- What is a CSE and PI
- Escalation levels and process for each
- How to pass feedback to customer support team
CSE and PI
- CSE - Customer Support Escalation. This is any issue that support has been unable to resolve on their own and has been passed to QA/Devs.
- PI - Production Issue. This is a CSE that has been taken up by the devs, ie it is confirmed as an issue/broken issue that is being fixed.
Lifecycle of Ticket to CSE
- Ticket reporting issue is received.
- The support team attempts to gather relevant info/replicate the issue
- Once the info has been gathered/issue replicated, a JIRA is created
- Include appropriate title description
- Attach any customer provided images or support team replication notes separately. I.e. describe what worked to replicate it, or what steps have been tried to replicate, regardless of success.
- QA/PM verifies the CSE for relevant info, or requests additional info from support team within 24 hours
- The ticket is placed in Pending queue with any relevant notes. The customer is updated that we are investigating the issue.
- Additional reports of the same issue are to be added to the same JIRA, do not open a new one for each report
- Within 48 hours the dev team will check the CSE for preliminary info and troubleshooting estimates.
- The dev will update the JIRA with their initial findings, and communication will be maintained regularly in the JIRA comments.
- Follow up on JIRA CSEs weekly, unless we have been updated that it will be lengthier. The main idea is to maintain visibility on issues.
CSE Relevant Info
- Document type
- Device type
- Steps to replicate
- Frequency of occurrence/start date of issue
- Any screenshots or images shared
PI Follow Up
- Once a CSE has been upgraded to a PI, it should be fixed within 7 days
- It will be moved to the relevant Dev board, with a copy left on CSE board for visibility
- Notes should be placed on the CSE entry for support visibility on progress and completion
- CSE Backlog - Awaiting acknowledgement
- Triage to Do - Under investigation to try and replicate/gather info
- Dev Backlog - Successfully replicated, awaiting dev pickup
- Dev In-Progress - Currently being fixed on the dev side
- QA In-Progress - Fix is complete, QA is confirming the fix
- Can’t Replicate - Unable to replicate the issue on support or QA side
- Prod Push - Fix has been completed and verified by QA, it is now released to production