1st Level Support – Support Desk (Zoho)
2nd Level Support – Anita (Asana)
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Add an Asana task with the following info in the task name bar: Ticket #, customer database URL, and a short description of the issue.
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Add the link to the district's TT inside the Asana task.
- Assign Asana task to Anita
3rd Level Support – Nancy (Asana)
- Anita will verify that an issue is occurring
- Asana task will then be assigned to Nancy.
Fix is Needed (Asana)
- If a coding fix is needed determine the urgency and scope of the fix
- Glenda/Nancy/Tammy/Paul discusses the issue and sets the urgency and scope
Fix Process – Paul (Asana) If design or coding changes are required to fix the issue
- Nancy documents what the problem is and a high-level overview of the recommended fix. Include the urgency and scope in the Asana description for Paul (Ex. This particular agent is not working correctly, and it needs this type of change)
- Nancy assigns the Asana task to Paul or Glenda
- Paul & Glenda agree to the fix approach
- Glenda applies the fix in TravelTrack Glenda
- If testing is required Sharon is brought into the process
- The fix is then moved into the next release