This document provides training on new case statuses, sub-statuses, and milestones being implemented in Clarify Release 19. It defines each new case status and what they signify. It also explains how to change a case's status and notes that some status changes, like Interim Solution, require filling out additional fields. The goals are to improve responsiveness, closure times, and enable better data analysis across Nortel's case management process.
Six Sigma Project Case Study Overview, from the General Electric "At the Customer, For the Customer" Six Sigma Program, led by Lean Six Sigma Master Black Belt and President of the International Standard for Lean Six Sigma (ISLSS) and Owner of the Lean Six Sigma Group
Six Sigma Project Case Study Overview, from the General Electric "At the Customer, For the Customer" Six Sigma Program, led by Lean Six Sigma Master Black Belt and President of the International Standard for Lean Six Sigma (ISLSS) and Owner of the Lean Six Sigma Group
Incident Management
REMEDY is a customer relationship tool which can be used to log / monitor the issues or problems faced by customers by the means of incident management tickets. Each ticket is like an incident (problem) which is created by helpdesk and assigned to relevant support team. Concerned support team member take the ownership of the ticket and updates the work log (troubleshooting steps performed during the course of action) Also , it can be used to monitor Service Requests / change management ( Change Requests) and problem management. It’s developed by BMC software.
I ncident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery, Incident closure Incident Control Incident ownership, monitoring, tracking and communication In many organizations roles may be combined because of the small size of the organization or because of cost. Within Incident management we recognize the role of Incident Manager and the role of Incident Management staff.
for more details please visit
www.iicecollege.com
DF2UFL 2012: Workflows: Making the MOST of Salesforce.com Native FunctionalityJennifer Phillips
DF2UFL 2012
Morning Session: Workflow - Making the MOST of Salesforce.com Native Functionality
Presented by: CloudTrigger [Silver Sponsor] Sean Wolfman
Introductory PresentationGoals of .docxbagotjesusa
Introductory Presentation
Goals of Introductory Presentation:
To share who you are
To develop effective delivery skills and make you feel at ease with presentations.
To learn and practice the following principles of speech preparation:
Creating an intro, body, and conclusion
Utilizing transitions
Guidelines: (See CIA)
Select a song or object that in some describes you or represents an important aspect of your life.
You will tell us about the song or object and then why it is important to you.
Criteria for Project:
Time Limit: 2-3 min.
Organization:
Introduction
Attention Getter
Thesis
Preview Main Points
Transition
Criteria for Project:
Body
Main Point 1: Describe Song or Object
Transition to Second Main Point
Main Point 2: Describe importance of the song or object in your life
Transition to Conclusion
Criteria for Project:
Conclusion
Review of main points
Re-state thesis
Concluding Thought (connect back to attention getter in Intro)
Delivery
Eye Contact
Vocal Delivery
Physical Delivery
Grading: 50 points
Introduction: 10 points
Body: 20 points
Conclusion: 10 points
Delivery: 10 points
Submitting your assignment
You will need to record your assignment.
You must be able to see your upper body and face in the recording.
You will submit a link to your recording to the discussion link in canvas. You simply create post the link to your video in the discussion forum.
You may use YouTube or Vimeo to post the video link. Remember you can make adjust settings so that you need the link to view videos on these types of accounts.
ISOL 533 - Information Security and Risk Management DISASTER RECOVERY PLAN
University of the Cumberlands
Information Technology Statement of Intent
This document delineates Health Network, Inc. (Health Network) policies and procedures for
technology disaster recovery, as well as our process-level plans for recovering critical technology
platforms and the telecommunications infrastructure. This document summarizes our
recommended procedures. In the event of an actual emergency situation, modifications to this
document may be made to ensure physical safety of our people, our systems, and our data.
Our mission is to ensure information system uptime, data integrity and availability, and
business continuity.
Policy Statement
Corporate management has approved the following policy statement:
The company shall develop a comprehensive IT disaster recovery plan.
A formal risk assessment shall be undertaken to determine the requirements for the disaster
recovery plan.
The disaster recovery plan should cover all essential and critical infrastructure elements,
systems and networks, in accordance with key business activities.
The disaster recovery plan should be periodically tested in a simulated environment to ensure
that it can be implemented in emergency situations and that the management and staff
understand how .
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
More Related Content
Similar to Case Status, Case Sub Status, Milestone Webcast Slides
Incident Management
REMEDY is a customer relationship tool which can be used to log / monitor the issues or problems faced by customers by the means of incident management tickets. Each ticket is like an incident (problem) which is created by helpdesk and assigned to relevant support team. Concerned support team member take the ownership of the ticket and updates the work log (troubleshooting steps performed during the course of action) Also , it can be used to monitor Service Requests / change management ( Change Requests) and problem management. It’s developed by BMC software.
I ncident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery, Incident closure Incident Control Incident ownership, monitoring, tracking and communication In many organizations roles may be combined because of the small size of the organization or because of cost. Within Incident management we recognize the role of Incident Manager and the role of Incident Management staff.
for more details please visit
www.iicecollege.com
DF2UFL 2012: Workflows: Making the MOST of Salesforce.com Native FunctionalityJennifer Phillips
DF2UFL 2012
Morning Session: Workflow - Making the MOST of Salesforce.com Native Functionality
Presented by: CloudTrigger [Silver Sponsor] Sean Wolfman
Introductory PresentationGoals of .docxbagotjesusa
Introductory Presentation
Goals of Introductory Presentation:
To share who you are
To develop effective delivery skills and make you feel at ease with presentations.
To learn and practice the following principles of speech preparation:
Creating an intro, body, and conclusion
Utilizing transitions
Guidelines: (See CIA)
Select a song or object that in some describes you or represents an important aspect of your life.
You will tell us about the song or object and then why it is important to you.
Criteria for Project:
Time Limit: 2-3 min.
Organization:
Introduction
Attention Getter
Thesis
Preview Main Points
Transition
Criteria for Project:
Body
Main Point 1: Describe Song or Object
Transition to Second Main Point
Main Point 2: Describe importance of the song or object in your life
Transition to Conclusion
Criteria for Project:
Conclusion
Review of main points
Re-state thesis
Concluding Thought (connect back to attention getter in Intro)
Delivery
Eye Contact
Vocal Delivery
Physical Delivery
Grading: 50 points
Introduction: 10 points
Body: 20 points
Conclusion: 10 points
Delivery: 10 points
Submitting your assignment
You will need to record your assignment.
You must be able to see your upper body and face in the recording.
You will submit a link to your recording to the discussion link in canvas. You simply create post the link to your video in the discussion forum.
You may use YouTube or Vimeo to post the video link. Remember you can make adjust settings so that you need the link to view videos on these types of accounts.
ISOL 533 - Information Security and Risk Management DISASTER RECOVERY PLAN
University of the Cumberlands
Information Technology Statement of Intent
This document delineates Health Network, Inc. (Health Network) policies and procedures for
technology disaster recovery, as well as our process-level plans for recovering critical technology
platforms and the telecommunications infrastructure. This document summarizes our
recommended procedures. In the event of an actual emergency situation, modifications to this
document may be made to ensure physical safety of our people, our systems, and our data.
Our mission is to ensure information system uptime, data integrity and availability, and
business continuity.
Policy Statement
Corporate management has approved the following policy statement:
The company shall develop a comprehensive IT disaster recovery plan.
A formal risk assessment shall be undertaken to determine the requirements for the disaster
recovery plan.
The disaster recovery plan should cover all essential and critical infrastructure elements,
systems and networks, in accordance with key business activities.
The disaster recovery plan should be periodically tested in a simulated environment to ensure
that it can be implemented in emergency situations and that the management and staff
understand how .
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Generative AI Deep Dive: Advancing from Proof of Concept to Production
Case Status, Case Sub Status, Milestone Webcast Slides
1. Authors: Ann-Marie Dawson Robin McCabe TS744 Global Case Management Process Date: November 8, 2006 Version: 1.6 Case Status, Sub-Status and Milestone Training
2.
3.
4.
5.
6. Case Statuses and Definitions Newly Open Work In Progress Level 1 Work In Progress Level 2 This is the default status when a case is created. It signifies no work has been done on the case. Work should commence immediately, and status will be updated to the appropriate working status (Example WIP 1 or WIP 2). Cases will never be allowed to remain in this status when work has started. Call Center / eService / ER / NTS / GNPS Definition Owner This status is used when Tier 1 is actively investigating the case. ER or NTS Definition Owner This status is used when Tier 2 is actively investigating the case. GNPS Definition Owner
7.
8. Case Status Definitions Pending 3 rd Party (UPDATED) Interim Solution Developing Corrective Content (NEW) If a temporary or interim fix or workaround is provided that restores functionality until a permanent fix can be delivered, the Case Status may be changed to IS with the customer’s agreement that the temporary fix meets their needs and the customer's agreement on a date as to when the permanent fix will be delivered (Solution Delivered). The case will be owned by GNPS while waiting for a permanent software fix and NTS otherwise Definition Owner Definition Owner The case has been handed over to a 3 rd Party Vendor for resolution; this includes OEM Vendors. ER / NTS / GNPS Definition Owner A corrective content solution is being developed. Corrective Content is a software fix in a post FCS (VO) / FVS ( ChR / GA) environment delivered through a software fix (I.e., Patch) or a maintenance release. Time spent in this status is attributed to inspecting, administration, estimating, designing, coding, building, and testing. The case will be linked to a CR. GNPS
9.
10. Case Status Definitions Solution Delivered Impasse A situation in which no progress can be made or no advancement is possible on case closure. The name of the COL / Account Manager or Nortel Management is required to be documented in the case notes. If, upon escalation, the management of Nortel and the customer organization reach an impasse, management may decide that the case is to be closed or set to impasse since without customer consent no further resolution is possible. ER / NTS / GNPS Definition Owner Definition Owner a) A solution that is corrective in nature and that resolves the Customer's original problem, has been implemented for the Customer or provided for the Customer to implement or hardware must be delivered to site. b) A patch is available for delivery to the Customer site to address the issue in the “found in release”. Must be available via the eService Technical Support Portal or delivered to the Customer or the GA S/W load is accessible. ER / NTS / GNPS
11.
12. Changing The Case Status Click on Actions , followed by Change Status .
13. Changing The Case Status A window pops up on the screen. Using the drop-down list, change the Case Status to the New Status Code.
14. Changing The Case Status Enter a note in the External Notes field indicating the reason for the status change. Click Change . NOTE: Some Case Statuses require that additional fields be filled out to complete the status change – these are highlighted on the next slides.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28. Case Sub-Statuses and Definitions Newly Open This Status and Sub-Status are automatically appointed by the Clarify System when a new case is opened. Pre-Support Newly Open Definition Sub-Status Status
29.
30. Case Sub-Statuses and Definitions With A Customer Escalated To Design Not active because Engineer is waiting to hear back from customer and expected response is, at minimum, the next business day. Awaiting Customer Response Not active due to delay in remote site access where expected access is, at minimum, the next business day. Waiting on Site Access Not active because the customer requested work stoppage, or delayed site / network access, and expected access is, at minimum, the next business day. Customer Requesting Delay Not active because customer is not available to work with the Engineer and expected availability is, at minimum, the next business day. Waiting on Customer Availability Default value when Case status change is made. Please Specify With A Customer Definition Sub-Status Status Default value when Case status change is made. Please Specify Escalated to Design Definition Sub-Status Status
31. Case Sub-Statuses and Definitions Pending 3 rd Party Developing Corrective Content Interim Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Pending 3 rd Party Corrective Content: All functional and sanity testing activities. Testing Corrective Content: Code, build, and load build activities. Designing / Coding / Building Corrective Content: Administration and estimate activities. Admin / Estimating Corrective Content: Code inspection activities. Inspecting Definition Sub-Status Status Default value when Case status change is made. Please Specify Developing Corrective Content Default value when Case status change is made. Please Specify Interim Solution Definition Sub-Status Status
32. Case Sub-Statuses and Definitions Future Deliverable Impasse Solution Delivered Default value when Case status change is made. Please Specify Impasse Definition Sub-Status Status Nortel performing Customer-requested system or network monitoring. System Monitoring Nortel Engineer has provided a solution to the customer and is waiting on customer to assess solution, or verify that the solution corrected the problem. Customer Verifying / Assessing Solution Customer solution implementation time. Customer Implementing Solution Nortel time spent implementing the solution for the customer. Nortel Implementing Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Solution Delivered Default value when Case status change is made. Please Specify Future Deliverable Definition Sub-Status Status
33. Changing The Case Sub-Status The Sub-Status field is found under the More Info tab. Using the drop-down list, select the appropriate Sub-Status . NOTE: Sub-statuses must be updated in real-time.
34. Changing The Case Sub-Status The selected Sub-Status; In this example, “Waiting on Customer Availability”
35. Changing The Case Sub-Status This is an example of an activity log indicating the change made to the Case Sub-Status .
36. Viewing All Case Sub-Statuses Simultaneously To view all Sub-Statuses simultaneously, double-click your default WIP-bin and a new screen will appear.
37. Viewing All Case Sub-Statuses Simultaneously When the new screen appears, select Case Aging which will bring up another new screen.
38. Viewing All Case Sub-Statuses Simultaneously On this screen you will see all of your cases, their Statuses, Sub-Statuses, and Ages. This screen will be useful to quickly view all Cases and ensure that each Case is in the appropriate Sub-Status.
39.
40.
41. Case Milestone Responsiveness Codes Appropriate skill set was not available at the time the case was accepted GNPS-Skill Set The problem was understood and reproduced in adequate time but design was unable to provide a solution in time to meet the milestone GNPS-Design Responsiveness The issue required several GNPS and/or Design resources over a dedicated period of time to determine root cause GNPS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-Off Issue) GNPS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue GNPS-Bandwidth Initial solution provided to customer either via a workaround or a patch did not solve the issue GNPS-1 st Solution Did Not Work Solution applied (SD); customer soaking or watching Customer-Validation Delay Customer is busy, on vacation, gone for the day, or unresponsive Customer-Unavailable Cannot access customer network Customer-Site Access Investigation delayed by request of customer Customer-Request Customer not capable of performing documented Tier1 work Customer- Knowledge Awaiting implementation of solution by customer Customer–Implementation Delay Awaiting customer maintenance window or customer-driven hardware replacement Customer–Delay Scheduling Obtaining more information Customer–Additional Info Required Description Code
42. Case Milestone Responsiveness Codes Refers to delays in Nortel supported 3 rd Party equipment where the delay is with 3 rd Party Support Organizations; this includes OEM Other-3 rd Party Supported/OEM Case Mgmt Case is not sufficiently documented to begin investigation NTS-Poor Documentation Case did not meet milestone due to holidays, sick leave, or a period when assigned engineer is not in the office NTS-Inactivity, Weekends, Holidays, Sick Next level guidance not available NTS-GNPS Not Available Case dispatched to wrong queue when escalating to next level NTS-Misrouted Case The issue required several NTS resources over a dedicated period of time to determine root cause NTS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-off Issue) NTS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue NTS-Bandwidth Patch, MR, or workaround were available but could not be provided to the customer in time to meet the milestone GNPS-Solution Delivery Delays Case could not be assigned to a support engineer quickly enough to meet the milestone GNPS-Screening Delay The problem was identified and solution sourced in adequate time but patch was not created in time to meet the milestone GNPS-Patch Delays Delays in obtaining required information, in addition to the data collection templates, and NTS is unavailable to help GNPS-NTS Availability Case did not meet milestone due to holidays, sick leave, or a period when assigned Engineer is not in the office GNPS-Inactivity, Weekends, Holidays, Sick Description Code
43. Case Milestone Responsiveness Codes Case could not be resolved quickly due to troubleshooting 3rd party unsupported equipment to prove Nortel supported product is not at fault Other-3 rd Party Unsupported The engineer is waiting for Hardware Services (a Nortel team) to deliver the part to the customer Other-Awaiting Part (RMA) Not sure if Nortel issue Other-Complex Issue The problem could not be reproduced in the lab environment to either diagnose the problem or test the solution Other-Could Not Reproduce Case could not be resolved quickly due to GCIP process delays Other-GCIP Problem could be reproduced but occurred so infrequently that delays were introduced in problem diagnosis or solution testing Other-Intermittent Issue This status should be used very sparingly and an internal note should be placed in the case explaining why this code was used Other-Other Issue initially reported as problem was actually a request for feature or new functionality Other-Request For Feature The appropriate Nortel tools were not available to NTS or GNPS to diagnose the problem at the time the problem was reported Tools-Debug Tool Availability Diagnostic tools/techniques used by NTS or GNPS were ineffectual and appropriate techniques would have resolved the issue sooner Tools-Ineffective Diagnostic Techniques Resources other than lab and skill set were needed to progress this issue. An internal note should be placed in the case explaining why this code was used Tools-Other Resources Lab resources needed to reproduce or diagnose the customer problem were non-existent or not available for use in time to meet the milestone Tools-Lab Resources (H/W) Description Code
44. Changing The Case Milestone Responsiveness Code The Milestone field is found under the Tracking tab. Using the drop-down list, select the appropriate Milestone (I.e., the Milestone that was just missed). Then click Add which will bring up a new screen that has the possible failure reasons.
45. Changing The Case Milestone Responsiveness Code Select the appropriate Responsiveness Code from the adjacent list; this indicates why the Milestone was missed. NOTE: For each subsequent missed Milestone, the Milestone must be changed and the appropriate Responsiveness Code selected.
46. Changing The Case Milestone Responsiveness Code Once a Milestone has been entered and a Responsiveness Code selected, it appears in the Milestone window.
47. Changing The Case Milestone Responsiveness Code Example of activity log indicating the changes made to the Milestone .