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Sample Scenario Issue Entry with Analysis and Testing

The following workflow provides an example of entering an issue requiring some analysis and testing for this organization.

  1. A member ordered and received software from the organization. After installing and using the software, the member is unable to print from the software and calls to report this issue. The following issue is entered on the Issue window.
  1. The following information is entered on the Resolution window and the issue is saved.
    • Response field – Please determine the proper severity for this issue and assign the issue to the appropriate person.
    • By field - Bill
  2. Since the person entering the issue is not sure of the proper severity or the person to whom the issue should be assigned, the issue is assigned to the manager. The manager can then determine the appropriate severity, assign the issue to the proper person, and place a note to this effect in the Resolution field on the Resolution window.
  3. When the manager searches her assigned issues, this issue displays. The manager determines that the issue should be assigned to Karen with a medium priority. The manager makes the following changes on the Issue window.
    • Status drop-down list – Open
    • Severity drop-down list – Medium
    • Assigned to field – KAREN
  4. The manager makes the following changes on the Resolution window and saves the issue.
    • Comment field – Please contact Ms. Nelson and work with her to determine if there is a problem with the software or if another system issue is the cause of this problem.
    • By field – MANAGER
  5. When Karen searches her assigned issues, this issue displays. She makes the following changes on the Issue window.
    • Status drop-down list – InProcess
  6. Karen makes the following change on the Resolution window and saves the issue.
    • Response field – Will contact Ms. Nelson to determine cause of the printing problem.
    • Resolution drop-down list – INPROG
    • By field – KAREN
  7. She contacts Ms. Nelson to discuss the printing problem. She determines that Ms. Nelson's printer driver is not properly installed and assists her in reinstalling the printer driver. Ms. Nelson confirms that the software prints properly after reinstalling the printer driver. Karen makes the following changes on the Issue window.
    • Status drop-down list – Test
    • Assigned to field – MARK
  8. Karen makes the following changes on the Resolution window and saves the issue.
    • Resolution field – Contacted Ms. Nelson and determined that her printer driver was not properly installed. Assisted her with reinstallation of printer driver and Ms. Nelson confirmed that the software is now printing properly. Mark, please confirm that the software installation process does not affect any installed printer drivers and then return this issue to me.
    • Resolution drop-down list – CONFIRM
    • By field - KAREN
  9. When Mark searches his assigned issues, this issue displays. He tests the software and verifies that the installation process does not alter any printer drivers. He makes the following change on the Issue window.
    • Assigned to field – KAREN
  10. Mark makes the following changes on the Resolution window and saves the issue.
    • Response field – Tested software and verified that the installation process does not alter any printer drivers.
    • By field – MARK
  11. When Karen searches her assigned issues, the issue displays. Mark's note that the software installation process does not alter any printer drivers displays in the History field on the Issue window. Karen makes the following changes on the Issue window.
    • Status drop-down list – CLOSED
  12. Karen makes the following changes on the Resolution window and saves the issue.
    • Response field – Software is printing properly for member after reinstallation of printer driver, and Mark has verified that the software installation process does not alter any printer drivers. Closing this issue.
    • Resolution drop-down list – NOPROB
    • By field – KAREN

See Also

Sample Scenarios

Sample Scenarios Configuration

Scenario Field Labels

Scenario Predefined Drop-Down List Values

Sample Scenario Issue Entry without Manager Approval

Sample Scenario Issue Entry with Manager Approval


ASI logo 10.6 Production Release. Updated 7/25/2005 4:08:24 PM
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