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Workflow of a Problem ticket:
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Status | Description |
|---|---|
AWAITING REVIEW | Once a problem ticket is identified, it is moved to ‘AWAITING REVIEW’ status for the engineering team to perform a preliminary analysis. |
PENDING THIRD PARTY | After the first review by the engineering team, if the problem source is identified to be with a third-party organization, outside the scope of Vivi, it is moved to ‘PENDING THIRD PARTY’. |
IN REVIEW | If the engineering team determines that the problem requires a dedicated resource to investigate the root cause and possible solutions in their preliminary review, the problem ticket is moved to ‘IN REVIEW’. The product owner makes a call regarding prioritizing the problem based on severity and other parameters. |
IN PROGRESS | Once an issue has been prioritized for further investigation and a likely resolution, it is moved to IN PROGRESS state. |
KNOWN ISSUE | Problems which are deemed to be unfixable in the short term and are likely to exist in our backlog for a long time are moved to ‘KNOWN ISSUE’ status. Updates are provided on these problems only once they are re-prioritized again. |
CLOSED | When a problem has been resolved during internal testing and/or as stated by the customer it is moved to ‘CLOSED’ state. |
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