- Issue
- New report functionality
- Bigger project/new implementation
- The process that you have followed. More information is best! As much detail as possible. Assume that the consultant picking up the ticket has no prior experience of the environment (but knows your CRM)
- Screenshots. Quick. Easy. Efficient.
- Error messages – text or screenshots.
- URLs – specific links of where the behavior is occurring (or should occur).
- Screen recordings of specific scenarios. It allows us to easily replicate and then investigate.
- Sample IDs to use for testing.
- Who the user is logged in as.
- Which browser are you using.
1. When you have submitted a task, a default one hour investigation time will apply (unless you have specified differently). Usually, we would expect around an hour is sufficient. We can then inform you of our findings and how long (if required) it will take to complete the task and ask for your approval. In some scenarios our investigation will find that it is a product issue, in which case this should be logged with the product provider.
2. You sign off on an estimate if you want to go ahead with the proposed work.
3. We undertake the work. Before we get this back to you, we will test. If we take longer than has been estimated, we will come back to you for approval of more time and an explanation of why more is required. Please note, on occasion we may continue with work before requesting more time due to time sensitivity.
4. We expect testing to occur on both sides. Sometimes this is iterative, so it may go back and forth depending on the issue. We will aim to have it right the first time!
5. Once accepted by the client – this is completed and we will close ticket. If we do not hear from you in a reasonable period of time we will consider it complete.
- Business context (the purpose, how it came about, why!)
- Desired outcome
- Dependencies between the task and other tasks – if known
- Enough information to assess the risk before starting the work – if known
- Email us with tickets – use Yantra, unless it is an emergency!
- Conflate tickets
- Duplicate tickets
- Give us limited information