[NEXT] Support Duty Process_20180627
2018-06-29 10:34:11 0 举报Support duty process
作者其他创作
大纲/内容
Openbravo
Many users meet an issue on cash till/cashout and call helpdesk
Try one Till/Store to reproduce issue
User
Identify the root cause and
Duty Case or NOT?1. more than half tills can't use in one store2. Mobile payment can't be used3. TO doesn't update
Incident report and follow up
Check related configuration
Prepare and send communication to impacted stores if it's massive duty case
Create incident and transfer to IBUY support
Helpdesk
Trip the support and exchange with duty on hangout
IBUY Support
Follow Support Process
Implement the solution
Root cause is identified
Remote to one Till to check error in developer mode
1. Create ticket with \"critical\" to openbravo2. Provide team viewer access to openbravo
Check monitoring tool(Nagois)
No
1. Confirm and implement2. Update communication
Implement workaround
Yes
It's internal issue with other application or webpos only
![[NEXT] Support Duty Process_20180627](https://www.processon.com/chart_image/template/thumb/5b332309e4b0d97b0242ff85.png?tid=5b332309e4b0d97b0242ff83)
![[NEXT] Support Process_20180627](https://www.processon.com/chart_image/template/thumb/5b32cdf1e4b063f71f49ca38.png?tid=5b32cdf1e4b063f71f49ca36)
![[NEXT] Support Process_20180504](https://www.processon.com/chart_image/template/thumb/5aea5aa4e4b039625afeb391.png?tid=5aea5aa4e4b039625afeb38f)
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