INFO: Case/Ticket Writeup style for Escalations
PIM, PDA, Method, Product, (CL/DJO), Problem <- All on one line 1. Step 1 2. Step 2 3. Step 3… Note – steps are numbered, with no text above or below ISSUE: A note on the problem, with the word “BUG”, "ISSUE" or just "P" (Problem) in front of it. NOTE: One or more Explanatory note can be attached NOTE: to call attention to something unique
All tickets should be written up in this style. The more concise the reporting, then people who read the report will be better be able to respond to the issue.
In general, a Case report has a standard format. This format has no static text except for the word “P-” for "Problem" and maybe a NOTE. This is to insure the escalation tech focuses only on the information provided, and not the format.
Ideally Escalation reports should be no more than 8-10 lines long. Shorter is better here. Commonly a log file is attached to the escalation. Sometimes a log excerpt is used to show a significant spot in the log the programmer needs to look at.
ACT, AND, DCL, CLX, CL 7025/DJO 3.2.4, Not all contacts, PC Sync Crashes at 15% 1. Sync PC Side – no errors 2. Sync DJOA side – no errors P: DJ Contacts – not all contacts Sync P: PC Side now errors out at 15% NOTE: PC ACTDIAG, P&R done – this doesn’t change anything NOTE: DJO Log attached
It is acceptable to put versions in parenthesis on the first line:
ACT (v18), AND (Thunderbolt), WRL, CLX, CL 5062/DJO 2.2.4, Not all contacts, PC Sync Crashes at 15%
The above is an ideal format. However, any compact format is acceptable. In particular, it should be formatted in a minimum of time spent in a way that conveys the issue.