Ticket LifeCycle

Escalations, DU/DL/DC and Help Tickets

The following statuses may exist for an escalation of the type: CPE DU/DL/DC, CPE Escalation, CPE Help:

Need Triage: New cases which haven’t been triaged yet.

In Queue: Escalations that have been triaged but with no one assigned to them (yet)

In Progress: Escalations being worked by a CPE Engineer. Escalations that require code changes shall stay in this status until the changes have been committed to a branch. After that, they can be moved to ‘Waiting for Release’ until the release in which changes are applied has been made available to Support.

Need More Information: Escalations waiting on information from Support of the customer.

If code changes are required to solve the issue, once the changes have been submitted to a branch the case shall remain in ‘Waiting for Release’ until the release is available for Support.

Escalation Management: Issues being worked by an escalation manager.

Resolved: Issues that have been resolved

Reopened: Issues that were resolved and that have been reopened.

Below, the escalation ticket managment cycle is shown,

Solved DU/DL/DC

The following statuses may exist for an escalation of the type: Solved DU/DL/DC:

In Queue: In the case of Solved DU/DL/DC cases, In Queue means that no one has looked into it yet.

Resolved: Issues that have been processed from the quality metrics perspective.

Reopened: Issues that need to be revisted for whatever reason.

Test Request

In Queue: New ticket with no one assigned to it yet.

Test in the design phase.

Test in the execution phase.

Test completed.

Ticket has been closed

Test can’t continue for whatever reason

Hotfix/IDR/D-patches

Hotfix is in the queue and needs to be approved before starting work on it.

Hotfix is being worked.

Renamed as ‘Dev complete’. Hotfix in the testing/validation phase before it gets released to customers.

This status includes build and push to NSS (NetApp Support Site) actions.

Hotfix has been delivered to the customer(s).

CPE Defects

New defects have been opened. No work has been done on it yet.

Defet is being worked by development

CPE test is verifying the fix.

Testing on the d-patch fix failed.

The defect is in waiting status (maybe blocked)

Defect has been resolved.