Ticketing process
Customer
Servecustomerticket
Supportengineer
Support engineer
Consult
knowledge
base
Does
knowledge base
contain
a solution?
Assign ticket
to self
Compose a new
KB article
Try to solve
the problem
2 hours
Engineer should try to identify
similar problems in KB and verify
that the problem cannot be
solved in similar fashion.
Ticketingsystem
Ticketing system
Ticket received
Process the
ticket
Ticket
Knowledge base
Re-index
knowledge
base
KB
Article
Link to
article sent
Developer
Developer
1 week
Do we want to release
official hotfix?
Additional
info received
Try to create
a custom
workaround
Release hotfix
Response that the ticket
won't be solved sent.
Try to solve
the problem
Is more
information required?
Unable to
create workaround
After one week we assume
problem either disappeared or
customer does not care.
Customer
Ticket
No
Yes
No
Yes
No
Yes
Here is missing message
to customer -1
Manual tasks do not add data to the process.
These gateways do not have data to direct token. -1
Result: 10
Diagram describes process for handling a bug submitted by a customer. When the ticked is received, system firstly
updates required statistics and then notifies support engineers of it. A support engineer tries to solve it
and if they are successful responds to the customer. If unsuccessful, they send the ticket to a developer.
Developer then communicates with the customer if any more information is needed in order to resolve the issue. When
the developer asks for more information and the customer does not respond within one week, the ticket is closed as
"won't fix" and the customer is informed. Once the developer reproduced and fixed the issue a decision has to be made
whether to release the fix as a hotfix for all customers or just create a workaround for this one customer.
This decision is based primarily on the severity of the bug and its probability of affecting more customers. In either case,
when it's done, a new KB article is created and sent as a response to the customer.
Description