Critical Yellow Reporting Process

The requirements for submitting an issue to the Critical Yellow channel are:

• The user is lIve.
                      AND AT LEAST ONE OF THE FOLLOWING:

  • The user is unable to perform basic system functions (taking payment, entering orders, etc.).

  • Two or more other live users are reporting the same issue.

Note: Any issue dictated by CoreBridge management to be Critical, regardless of the customer's status, is to be posted to the Critical Yellow channel

Verify the severity of the issue and respond to the customer:

•  Try to reproduce the issue in the system that reported the issue, as well as in a test system.

• If, within 15 minutes, the issue cannot be resolved follow these steps in order:

  1. Reply to the customer assuring them that their issue is being addressed.

  2. If the issue cannot be reproduced move on to step 3, otherwise document the steps to reproduce the issue as well as all pertinent information.

     • If the issue produces a system error be sure to create a note on the ticket that contains the exact text of the error in full.

  3. Contact the CSM to help resolve the issue.

  4. If the issue cannot be resolved with the assistance of the CSM create a post in the Critical Yellow (CoreBridge v3) channel using the following format:
     
     Basic Description (WHAT AND WHERE) 
     

       

     Full Description:  (A FULL DESCRIPTION OF THE ISSUE, INCLUDING ANY ERROR TEXT)

     System found in:  (URL OF THE SYSTEM THAT REPORTED THE ISSUE)

     Freshdesk ticket: (URL OF THE TICKET IN FRESHDESK)

     Replicated in:  (URL OF THE SYSTEM WHERE THE BUG WAS REPRODUCED, IF POSSIBLE)

     Screenshot/video: (PROVIDE A VIDEO, UNDER A MINUTE LONG, IF POSSIBLE.  PROVIDE A SCREENSHOT IF A VIDEO CANNOT BE SUPPLIED.  SCREENSHOTS WITH A LINK ARE EASIER TO UPLOAD TO JIRA)

     
     

  5. Set ticket Status to On-Hold.

  6. Obtain more information on the issue if requested by Dev.

  7. Once Dev provides a response, reply to the customer (e.g. We have sent this information on to our Dev team...we'll reach out once we have an update).

  8. Set the ticket Type to Task in FreshDesk. 

  9. Link Jira task to ticket in Freshdesk using the Atlassian Jira Plus tab (note this will automatically add a tag to the ticket).

  10. Atlassian Jira Plus will add notes to the ticket when the Jira Status changes.

  11. Once task is completed and released to PROD, agent replies to customer ticket and asks them to test and let us know.

  12. Agent sets ticket to Closed (don't wait for customer's reply).