Overview

Troubleshooting

  1. Define history and scope 
    1. Is this happening for all BPs?  
      1. If not, then which BPs are affected? 
    2. Did it just start or has it been happening all day? 
    3. Any prior tickets? 
  2. Data Collection and Troubleshooting 
    1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
    2. Ask for call examples 
    3. Did the client set up Special Days in XCS? 
    4. Ask the customer to define what is supposed to happen 
      1. How does this differ from what is currently happening? 
    5. Can this be replicated?  
      1. If so, how? – Describe the steps 
  3. Escalation to Support Center 
    1. Note the history and scope 
    2. Note affected BP 
    3. Note any call examples 
    4. Note call flow as reported by a client  
    5. Note the desired call flow vs the actual call flow 

Summary (optional)