Issue Types

Escalation Types

When opening an escalation, there are 4 external ticket types:

CPE DU/DL/DC

Issues that are associated to DU/DL/DC

CPE escalations

Issue that aren’t associated with DU/DL/DC

CPE Help

Questions to be adressed to CPE. These tickets may not be associated to an escalation from a customer.

CPE Escalation Management

Issues or requests to be addressed to an escalation manager, such as getting hardware or other resources, increasing the priority and the like.

Solved DU/DL/DC

Issues that are associated to a DU/DL/DC case that has been resolved by Support and that no require action from CPE. These tickets are open to track quality metrics.

Emergency Call-Out

These cases will be opened in case of emergency when a CPE DU/DL/DC has already been created but the call-out box was not checked (for whatever reason, but likely an oversight). This case contains the call-out box, a field for the callback phone number, a reference to an exisiting CSD ticket and to a SAP number, as well as the summary.

Other

There are also three issue types that are internal to CPE:

D-patch

(debug patch (aka HotFix in old SolidFire terms)): Tickets to track d-patch requests.

CPE Test

Tickets to request a test to be preformed by CPE.