Defect recording for workflow error or exception
T
Tijana Starcevic
Defect logging should be made mandatory in the below scenarios so the Ops manager knows where is the bottleneck in their processes by looking at MI data.
Scenarios -
Work item SLA override
Competition after the due date
Work item marked as 'unable to complete
Peer review failure
Robot rejected an action
Ticket - rejected NOT 'rejecting as spam'
Case Rework
Case Cancellation
EB system settings should offer options to make defects mandatory in the above-listed places.This is a system-wide setting and the client should have the option to make it mandatory for individual sections. for example, if someone wants defect logging mandatory just for SLA override then they should be able to. will need to make some quick changes on the UI side so defect logging becomes so easier and faster for end-users
Kundan Kumar
For Overdue packets: I would like to have a dropdown with all the possible reasons for the overdue along with 'Others' option and if the ops users select Others then one free text field should appear to put the reason that is not listed.(please refer the below screenshot)
Kamal Saran
Kamal Saran
Merged in a post:
Include additional data for the defect card to capture additional data points
S
Svetislav
As a Operations Manager, I want to know if the impact of the defect that has been logged so that I can determine the required actions accordingly. For example, has this defect been addressed in time or caught early enough to reduce the end impact or has this been captured too late impacting multiple parties downstream
Kamal Saran
Kamal Saran
Kamal Saran
Merged in a post:
Include defects as a column item showing the open defects on dashboard
T
Tijana Starcevic
As a user I would like to easily see for all the open items the number of associated defects, if there are another column to reveal who is at fault, so that I do not need to open each packet to see if any defects are open and saves time. This is particularly time consuming during busy period and having high volume packets during service delivery
Kamal Saran
Merged in a post:
Details on defects to be more detailed
N
Navaneeth Kumar S
As an end user: I would like to see the current status with details on who is handling the defect from Enate or which team is working and expected time for investigation and related details of status, if bug - when will be fixed, if performance/system down - RCA shared, any feature - in which version it will be ready
Kamal Saran
Merged in a post:
Peer Review Rejection reason list configuration and reporting of number of failure and each failure reason
E
Elaine Dennehy
It would be great from a QA perspective to clearly capture why an action is being rejected at Peer Review.
Ideally on rejection, a peer reviewer is prompted to choose from a drop down of configured rejection reasons and this then be available for reporting.
If an action is rejected several times at Peer Review, the number of times it is rejected and the reason each time should be preserved.
This will be very helpful in understanding issues being experienced and thus improving our teams performance
Kamal Saran
Kamal Saran
Merged in a post:
Mandatory Field for SLA Extension
Sampurna Basu
If someone tries to extend the SLA on a work item, they have to fill in a mandatory field stating the reason for the extension. And also in case someone changes the SLA multiple times they have to enter their reason for each time separately.
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