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The scheme of processing of complaints

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1. You inform the forum about the problem, making sure that the problem is not in the "List of errors", there is no need to report already known bugs. (Remember: one problem - one communication, articulate the problem clearly)


2. Topic-lead adds a complaint to the list of incoming issues (the list is in MS Excel or Google Doc, for each topic) with the status "Received". If additional clarification is required, the questions are addressed to the Complainant.


3. Topic-lead considers the complaint. If the complaint is a wish, the status changes to "Suggestion". If the complaint is a bug, Topic-lead tries to reproduce it. If the bug was reproduced, it changes the status to "Reproduced", otherwise the status is changed to "Not reproduced" Topic-lead asks the Complainant for additional information, involves other beta testers to reproduce the problem. While the complaint is not repeated, the status is "Not reproduced". If the Complainant cancels issue, the status changes to "Declined".


4. Topic-Lead post the lists of complaints in a special theme "List of detected error" (Channel interaction beta testers -> employees KL)


5. The lists are downloaded by KL employees. Only those complaints, which have the status of "Reproduced" or "Suggestion", are processed further and reproduced by KL team testers. If the bug is accepted, it receives the status "Accepted". If the complaint is a feature or a request for improvements in future versions of KISA, it gets the status "Accepted" or "Deferred". If KL employees failed to reproduce the complaint, the status changes to "Need Info", thus employees KL indicate what additional information is required.


6. While beta-testing is in progress, the responsible KL employee KL or topic-lead, based on feedback from KL, updates the information about the processed complaints and their status. Complaints in this list are not deleted, only change their status


7. Topic-lead and only he has the right to make changes to the list of complaints.


8. Topic-lead must ensure that the number of complaints with the status "Received", "Not reproduced" and "Need Info" was minimal.


9. Topic-lead updates the list of complaints not less than 2-3 times a week.


10. Topic-lead ensures that the wording of the complaints in the list was concise and clear



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