OC_Defect Management_03222015

Orange Crush + Related Initiatives
Training: Defect Management
Version: March 22, 2015

© 2013 ShoreTel, Inc. All rights reserved worldwide. 12/29/201512/29/2015
Content Outline
1
Module: Defect Management
Training Sections
Overview of Defect Management in SFDC
Changes with Orange Crush
Interim Rally Defect Process

Overview of Defect Management in SFDC

Overview of Process
3
Case
Engineering
Engagement
MRT
TAC/NOC opens an Engineering Engagement* from the case, auto-
creating an MRT based on data provided.
Engineering uses the MRT status to drive updates to the
Engineering Engagement/defect status and case status,
documenting all notes in the Engineering Engagement/defect.
*An Engineering Engagement acts as a “proposed defect” awaiting Engineering confirmation.

Steps To: Create an Engineering Engagement
4
1 To create an Engineering Engagement, navigate to the Related Defect
Management Records Related List . Click the Engage Engineering button.
2 Complete the required fields and click Save.
How do the Found/Build fields work?
Found references the Engineering product
name (e.g., WB.2, Elvis, etc.)
Build values are dependent based on the
Found value. Enter the Found value, select
“All Fields” and click Go. The resulting list
are all Builds that relate to the Found.

Steps To: Create an Engineering Engagement (cont’d)
5
3 Upon save, an Engineering Engagement will be created with Defect Status =
Open, Record Type = Engineering Engagement, and 1 related MRT will be auto-
created and associated to the record.
What’s the purpose of the Engineering
Engagement?
The Found value selected on the
Engineering Engagement drives the Name
and Target for the auto-created MRT.
The Engineering Engagement is the
information hub between the case and the
MRT, providing access to the originating
case/account and all related MRTs

6
4 The MRT provides visibility into the Target as well as the Corrected In, Verified In,
and Verified Date information once a fix has been identified.
4
What’s the purpose of the MRT?
The MRT drives updates related
defects and cases via the Status and
Sub Status.
From the MRT record, you can view
all status information for all related
cases linked to the MRT via the
“Critical to Resolve Case” checkbox.

7
5 Once the Engineering Engagement is saved, the case will update with Status =
Engineering Review and the Engineering Status = Analyzing Data. Related MRT
and Defect information will be accessible on the case record.
Why two Statuses?
Status indicates that Engineering owns the
case at this point
Engineering Status indicates state of
Engineering activity troubleshooting the issue.

8
6 When the MRT has been verified and resolved, the Engineer will put the MRT
Status into Resolved. This will update the case Status to Pending Software
Release, and clear the Engineering Status.
Pending Software Release Notification
Once a case has a status of Pending Software
Release, the case contact will receive a
weekly email reminder indicating that ShoreTel
is working to provide a newer version of
software to resolve the issue.

Status Relationships
Engineering will use MRT Status to drive updates to the Engineering
Engagement/Defect and Case.
9
MRT Status Defect Record Type Defect Status Case Status
Engineering
Status
Activity
New/Pending
Review
Engineering Engagement Open
Engineering
Review
Analyzing Data ENG prompted to review MRT
Open Defect Open
Engineering
Review
Analyzing Data
ENG confirmed issue is a defect and is
working on a solution.
Rejected Defect Closed
Engineering
Review
Escalation
Returned
ENG rejected the defect and it is returned to
TAC/NOC
Resolved Defect Closed
Pending Software
Release
-
Defect resolved with upcoming release.
TAC/NOC can update customers and close
the case when the release is complete.
Verified Defect Closed
Pending Software
Release
-
ENG QA has validated the fix for an
upcoming release. TAC/NOC can update
customers and close the case when the
release is complete.
Re-opened Defect Open
Engineering
Review
Analyzing Data
ENG has reopened the defect and is
working on a fix
More Information
Required
Engineering
Engagement/ Defect
Open
Engineering
Review
More Information
Needed
ENG has reviewed the proposed defect but
needs more information from TAC/NOC

Steps To: Address More Information Required
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1 When the MRT Status changes to More Info Required, the Engineering Status on
the case will also update to More Info Required.
The Engineer will use MRT Status to alert the Case Owner if more
information is needed to troubleshoot the issue.
Status Notification
Reminder! Case Owner
will also get an email
notification of the MRT
Status change.
2 The Engineer will document the additional information required to troubleshoot in a
defect note. Once the information is provided, Case Owner should change the MRT
Status back to More Information Provided.

Steps To: Address an Obsolete Build
There may be times when TAC/NOC opens an Engineering Engagement
and the auto-created MRT is opened in a target known to be obsolete.
11
1 Navigate to the defect record. Select the “NEW MRT” button to open a new MRT in
the last target release. Select the appropriate target value and set
Status=New/Pending Review, Sub Status=Engineering Help. Click Save.

Steps To: Address an Obsolete Build (cont’d)
12
2 Within the new MRT record, click the “Relate a Case” button. Document the related
case number and click the “Critical to Resolve Case” checkbox. Click Save. The
case will now appear in the Related MRTs and Cases list.
WB.2 MRT
Why check “Critical to
Resolve Case”?
You must click the ‘Critical to
Resolve Case’ checkbox to
establish the connection
between the MRT record and
the case. This allows future
MRT status changes to drive
updates to the case.
Note: This must be done
PRIOR to changing MRT
status to Rejected (step 3).

13
3 Return to the original MRT record and edit the Related Case to remove the ‘Critical
to Resolve’ checkbox. Update the MRT record so Status=Rejected, Sub
Status=Obsolete.
WB.1

14
4 Return to the original MRT record and edit the Related Case to remove the ‘Critical
to Resolve’ checkbox. Update the MRT record so Status=Rejected, Sub
Status=Obsolete.
Related Cases
The Related Cases counter
should show as 0 since the
Critical to Resolve Case
checkbox was unchecked.
This means rejecting the
MRT does not impact the
case Status.

Steps To: Address a Challenge
15
1 If Engineering challenges the validity of the Engineering Engagement, the Engineer
will change the MRT Status to Rejected. The related case will update with Status =
Engineering Review and Engineering Status = Escalation Returned.
An Engineer may challenge an Engineering Engagement for two main
reasons:
– The Engineer challenges the validity of the Engineering Engagement
– The Engineer agrees that there may be an associated defect, but challenges
certain attributes of the Engineering Engagement (e.g., the Severity)

Steps To: Address a Challenge (cont’d)
16
2 The Engineer will select the “FI Challenge” checkbox, document the reasons for the
challenge in the Defect Note, and chatter the Case owner announcing the
Engineering response.
How will I know about the challenge?
TAC/NOC will be alerted to the rejected
Engineering Engagement in two ways:
 Case Owner will receive an email notification
when the MRT Status is changed
 Engineer will Chatter the Case Owner
 Engineering Status on the case record
indicates “Escalation Returned”

Steps To: Address a Challenge (cont’d)
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1 If Engineering agrees there is likely a related defect, but challenges attributes of the
Engineering Engagement, the Engineer will update MRT Status to Open, converting
the record to a Defect.
2 Within the defect record, Engineering will select the FI Challenge checkbox, create
a new Defect Note to document the reasons for the challenge, and Chatter the
Case Owner.

Steps To: Address a Rejected (Duplicate)
There may be times when an Engineering Engagement is opened for a
defect that already exists. The Engineer will set the MRT Status =
Rejected, Sub Status = Duplicate, driving case Engineering Status =
Escalation Returned
18
1 Within the Engineering Engagement, the Engineer will record the existing defect
number in a Defect Note for reference. Navigate to that existing defect.
2 Within the defect, navigate to the Multiple Release Tracking section and select the
MRT Name.
3 Navigate to the Related MRTs and Cases section and click “Relate a Case”

Steps To: Address a Rejected (Duplicate)
19
4 Document the case number associated with the Engineering Engagement that got
rejected due to the duplicate defect. Select the Critical to Resolve Case checkbox
and click Save.
5 The defect and MRT will now be associated to the case.

Defect Management Enhancements
When we introduce our unified Salesforce instance, staff will
experience the following enhancements to the Defect Management
process:
 Auto-email to notify Case Owner and Additional Notify fields when Defect Note is
added and/or when the MRT Status is changed
 Engineering Engagement/Defect will also populate the CAL checkbox if the End
User has been identified as a Critical Account
21

Steps To: Associate Cases to Rally Defects
There will be a period of time between when new Sky field issue defects
are created Salesforce and all historical Rally defect data is accessible
in Salesforce.
23
1 Follow existing process to reference knowledge article for open Rally defects.
How will I know about open Rally defects?
The knowledge article with Rally defect information will be
distributed via email daily or as there is an update

Steps To: Associate Cases to Rally Defects (cont’d)
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2 If the case relates to an open Rally defect, Support Rep/NOC will associate the
Master Case and document the Rally defect number in the Legacy Rally ID field.
3 Use the email template “Defect Notification” to notify the customer that the case has
been escalated to Engineering.
Why are we not using
“Closed - Known Issue”?
In our harmonized defect management
process, the Status “Closed – Known Issue” is
no longer available. During this interim
process, we will manually send the associated
email to ensure our customers stay informed.

25
4 Change the Status to Pending Software Release.
Manually
Pending Software Release
Auto-Emails
When Status is Pending
Software Release, the
customer will receive a weekly
email that ShoreTel is still
working on the issue.
5 Navigate to Rally to associate the new case to the existing Rally defect, using the
following credentials:
– URL: http://www.rallydev.com/
– Login: Rallyview@shoretel.com
– Password: Welcome5

26
6 Search for the Rally defect number to bring up the defect record.
7 Navigate to the Discussions tab, and document the following data:
– Case #
– Account Name
– Agent Name
– Description of Issue

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8 Click Post to save the discussion.
9 The Support Rep/NOC will remain the Case Owner while the case status remains
Pending Software Release.
Managing List Views
Note: Staff should update the filters in the List Views used
to manage their case load so to exclude cases with Status
“Pending Software Release”

Steps To: Address Defect Live!
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1 Once staff are alerted that the defect is resolved in production, use the email
template “Defect Fixed Live” to notify the customer of the resolution.
Defect Live! Notification
During this interim process, staff
will be notified via email when a
Rally defect is resolved.

Steps To: Address Defect Live! (cont’d)
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2 Click the Close Case button. Choose Status = Closed and Root Cause = Defect
Corrected. Document any additional information in the Resolution field.

OC_Defect Management_03222015

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