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Problem Resolution Process

1. The document describes Telsima Communication's problem resolution process for issues found in their labs or customer sites. 2. It involves customer support submitting a problem report form which is logged as a bug in Bugzilla, where it is tracked through various statuses until resolved. 3. Templates are provided for the problem reporting form and Bugzilla tracks the problem life cycle from initiation to closure.

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53 views

Problem Resolution Process

1. The document describes Telsima Communication's problem resolution process for issues found in their labs or customer sites. 2. It involves customer support submitting a problem report form which is logged as a bug in Bugzilla, where it is tracked through various statuses until resolved. 3. Templates are provided for the problem reporting form and Bugzilla tracks the problem life cycle from initiation to closure.

Uploaded by

ivars007
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Telsima Communications Pvt.

Ltd

Problem Resolution Process


Purpose This document describes the process to be followed by DCME engineering and Customer Support to report and resolve problems observed in lab and customer site. Scope This process applies to DCME-1, DCME-2, ESC, N+1 and 1+1. Process description 1. Customer support will send the completed PR form to the DCME_PR group ID. File naming convention is left to customer support. 2. Bugzilla coordinator will receive the PR form and log the problem into the Bugzilla. Bug ID will be automatically generated. 3. The Bugzilla ID with problem description will be communicated to all group members by automated mail. 4. Bugzilla coordinator will rename PR sent file as <BugID>.doc and store it in the server. 5. The above steps must be completed (1 to 4) within 1 day. 6. This completes the communication between CS and Engineering regarding reporting the problem. 7. If more details are required, bugzilla coordinator will send a mail to CS asking for the same. 8. CS will take the <BugID>.doc from the server and add the details requested and send it by mail to DCME_PR. 9. Bugzilla coordinator will update the same in Bugzilla. 10. The Bugzilla will send an automated mail whenever there is a change in status of the problem. 11. Problem life cycle is defined in the figure below. 12. If the problem is not repeatable, it will be communicated to CS as soon as possible. 13. If the problem reported is an operator error, it will be discussed with CS and closed with explanation in bugzilla. Closure of this type will occur within 3 working days. Wherever necessary, engineering note will be sent to the group mail-id. 14. If the problem report is a new feature, it will be discussed with CS and bugzilla entry should show enhancement for further tracking during next release.

Company Confidential August 29, 2008

Telsima Communications Pvt. Ltd

Fig 1: Problem Life Cycle

Company Confidential August 29, 2008

Telsima Communications Pvt. Ltd

Problem Reporting Template


Customer Location Release ID Date Reported Name of customer Site/Country, etc Indicate LAB if found during lab validation Ex. 5.4.5(with time stamp) DD-MM-YYYY Severity Reported by Product Bugzilla ID Blocker / critical / major / minor Name of person reporting DCME/N+1/1+1/Telsiview Will be filled by Engineering

Problem Description: Describe the problem (Only one problem per report at a time. File separate reports for multiple problems) Setup Figures etc as applicable Configuration details as a defined in the table Local System mode Clock VBD 8:1, 10:1 etc enable/disable If Enabled, VBD Max Calls Remote System mode Clock VBD 8:1, 10:1 etc enable/disable If Enabled, VBD Max Calls

Fax Relay Enable/PassThru enable/disable Fax Relay Enable/PassThru enable/disable

Fractional Bearer (N Value)

Fractional Bearer (N Value)

Steps to reproduce the problem Describe the steps; use bullets/numbers for the steps Related logs Attach the logs or give link Example: Link: \\brahmavidya\ For log file names, use self descriptive names and dates. Dont use log1, log2 etc which are repetitive Additional details Further clarifications, observations etc may be added here. Please give the date when these details were added. Company Confidential August 29, 2008

Telsima Communications Pvt. Ltd Document History Version Created by Number 1.0 Mahadevan, Balaji and Srinivas CV Approved by Mahadevan Approved Date 29 Aug 2008

Company Confidential August 29, 2008

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