Solving customer issue L2
Authors:  Bibiána Ťureková    
Solvingcustomerissue
Qualityassurance
Quality assurance
Issue
received
Simulate
issue
Evaluate
issue
Bug
exists?
Inform
customer Issue is not bug
Contract
covers
cost?
Calculate
price Generate invoice
PDF Invoice
Generated
invoices
Send
invoice
Payment
accepted
14 days
wait 14 days for
payment
Invoice is
overdue
3 hours Details
missing
New issue or
issue with added
more details
JIRA
JIRA
Create
Task Close Task
Mark
Task
outdated
Task
outdated
Task
solved
Reason: task is
no longer actual
1 year
Developer
Developer
Fix
bug Troubleshoot
Tester
Tester
Write Test
Jenkins
Jenkins
Release update
Release appBuild app
Build
failed
App
released
Build
successful?
Build
failed
Customer
SUMMARY:
The process starts when QA receives message from customer. It can be
new issue or older issue with added more details. QA try to simulate issue.
If he can not simulate it, he sends message to customer with request for
more details. After successful simulation, QA evaluates issue. If it is not
bug, he informs customer about right usage of app, sends tutorial. If it is
real bug, he will find out if fixing is covered by contract with customer. If
contract does not cover fix bug, QA calculate price, generate invoice and
send it to the customer. If customer does not pay withing 14 days, invoice
is overdue and no one longer solve this issue. If contract covers cost or
customer paid invoice QA will create a new task.When task is created,
developer start fixing bug and tester writes new test. When fix and test
are done, developer try to build app. If build is done, app is released, issue
is closed and customer is informed. If build fails, developer tries to
troubleshoot and build app again.
Author: Bibiána Ťureková
UČO : 444500
cz seminar group
Response
with
instructions
Invoice
No
No
Info
message
Payment
No
Ask for
more details
Reported
issue
Yes
Yes
Yes
Info
message
These default flows are
usually used
only for XOR and OR
gateways.
Result: 12