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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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If the ticket remains on “Awaiting Review” with engineering team, the ticket status will be updated in a fortnight after further discussion and analysis by the engineering team.
Subsequently, an update will be sent out when there is any progress achieved towards problem resolution.
For problems in “In Review” state, an update will be sent out when the problem is picked up for further work after initial investigation.For problems in “Pending Third Party”, “Known Issue”, or “Closed” status, there will be no regular updates unless there is a change in status owing to new discovery on the topic.