Support - Dev Liaison Process
The following article outlines the process used to escalate tickets to development through the Dev Liaison Reporting process.
Please ensure all required fields (including the subject field) are completed.
Bugs/Suspected Bugs
For Bugs/Suspected Bugs please follow the below process:
- Create a new ticket
- Use the Core Problem: Requires Investigation (New Ticket) macro
Note: this will no-longer be the customer-facing ticket
- Fill in all the fields providing as much detail as possible, including examples where possible
- Click Submit
Note: The ticket will be assigned to Alan
- Link the original customer ticket to the new ticket
- Reply to the customer
- Put the original ticket on hold
Data changes
For data changes like requesting inventory scripts, or POS rounding statements etc, please follow the below process:
- Create a new ticket
- Use the Core request: New Request (New Ticket) macro
- Fill in all the fields providing as much detail as possible, including examples where possible
Note: For Inventory Scripts please include an example product with incorrect inventory so support/dev can review
- Submit the new ticket
- Link the original customer ticket to the new ticket
- Reply to the customer
- Put the original ticket on hold
PEP/Change Requests
For product enhancement or change requests, please follow the below process:
- Create a new ticket
- Use the Core PEP: New PEP (New Ticket) macro
- Fill in all the fields providing as much detail as possible
Note: For PEP?s we need as much detail from the customers as possible including screenshots/mockups where applicable.
- Submit the ticket.
- Link the original customer ticket to the new ticket.
- Reply to the customer
- Solve the original ticket
How to: Linking Tickets
Once the new development ticket has been created make a note of the ticket number.
- On the customer facing ticket change the field Type to ?Incident?.
- A new field will then appear just under this field called Linked Problem
- Enter the dev liaison ticket number
Note: you should be prompted with the dev ticket; this can sometimes take a few minutes to populate