Sample Scenario Issue Entry without Manager Approval
The following workflow provides an example of entering an issue that does not require manager approval for this organization.
- A member ordered a book, but received an outdated edition. The member sent an e-mail to the organization, and the following issue was entered and saved in the Issue window.
- Type drop-down list – PUBS
- Status drop-down list – Open
- Severity drop-down list – Medium
- ID field – 105
- By drop-down list – E-MAIL
- Title field – Incorrect edition
- Area drop-down list – PRODUCTS
- Dept drop-down list – SALES
- Category drop-down list – INCORRECT
- System drop-down list – BOOKS
- Mem Type drop-down list – FULL
- Description field – Received previous edition of publication HB-1045.
- Assigned to field – MARK
- When Mark searches his assigned issues, this issue displays. He opens the issue for editing, determines the actions needed to resolve the issue, and makes the following change on the Issue window.
- Status drop-down list – InProcess
- Mark makes the following change on the Resolution window and saves the issue.
- Response field – Will ship current edition and arrange for return shipping of previous edition.
- Resolution drop-down list – INPROG
- By field – MARK
- Dept drop-down list – SALES
- After the current edition has been shipped and return shipping has been arranged for the previous edition, Mark opens the issue for editing, makes the following change on the Resolution window, and saves the issue.
- Response field – Shipped current edition and arranged for return shipping of previous edition. Awaiting confirmation from member of receipt of current edition and return of previous edition.
- After the member has called to confirm receipt of the current edition of the book and placed the incorrect edition in the mail for return, Mark opens the issue for editing, makes the following change on the Resolution window, and saves the issue.
- Response field – Confirmed member receipt of current edition. Member has return shipped previous edition.
- After the previous edition has been confirmed as returned, Mark opens the issue for editing and makes the following change on the Issue window.
- Status drop-down list – Closed
- Mark then makes the following changes on the Resolution window and saves the issue.
- Response field – Return of previous edition has been confirmed.
- Resolution drop-down list – CLOSED
- By field – MARK (to indicate that the issue resolution was confirmed by Mark)
- All Status changes made on the Issue and Resolution windows display in the Log field on the Resolution window.