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| ==Incident Workflow for Products (Development Team)==
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| The attached document outlines the guidelines and procedure for the investigation of QESTLab 3.3 Incidents by Products. Please familiarise yourself with the document. If required, print a copy and keep it handy.
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| As of now, the investigation of Incidents takes priority over Bugs and CRs unless told otherwise.
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| NOTE: For the time being all external correspondence (i.e. from Products to a customer) needs to be directed through a manager. This should change in the future.
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| The attached document contains a section on “Public Information”; I’d like to reiterate the importance of knowing which fields these are so that we don’t enter any information that was not intended for the customer in them.
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| [[Media:Incident_Workflow_for_Products.pdf|Incident Workflow for Products (PDF)]]
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| ==Emailing Customers==
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| When sending emails that are intended to be passed on to a customer then please CC the Customer Manager (in addition to the HelpDesk) too. When appropriate, Vaiju should also be CCed on such mails.
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