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Sample Scenario Issue Entry with Manager Approval

The following workflow provides an example of entering an issue requiring manager approval for this organization.

  1. A member renewed a subscription to one of the organization's magazines, but there was a processing delay and the member missed two issues during this time. The member submitted a complaint via the organization's web site 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 – 107
    • By drop-down list – WEB
    • Title field – Renewal delay
    • Area drop-down list– PRODUCTS
    • Dept drop-down list – SALES
    • Category drop-down list – MISSING
    • System drop-down list – MAGAZINES
    • Mem Type drop-down list – FULL
    • Description field – Member renewed annual subscription to MAG-003 before the renewal deadline, but did not receive the March and April 2003 issues.
    • Assigned to field – KAREN
  2. When Karen searches her assigned issues, this issue displays. She opens the issue and determines the actions needed to resolve the issue. She searches for previous issues submitted by this member and finds that this member had previously submitted two issues regarding missing publications. In accordance with organization policy, the member should receive the two missing issues and a free publication, subject to manager approval. She opens the issue and makes the following changes on the Issue window.
    • Status drop-down list – InProcess
    • Severity drop-down list – High
    • Assigned to field – MANAGER
  3. Karen makes the following changes on the Resolution window and saves the issue.
    • Response field – Ms. Caller previously submitted two issues regarding missing publications and is therefore eligible for a free publication (SB-1031) in accordance with organization policy. Please approve this and return the issue to me with your approval.
    • Resolution drop-down list – INPROG
    • By field – KAREN
    • Dept drop-down list – SALES
  4. When the manager searches her assigned issues, this issue displays. The manager confirms that this member did previously submit two issues regarding missing publications, then makes the following change on the Issue window.
    • Assigned to field – KAREN
  5. The manager makes the following changes on the Resolution window and saves the issue.
    • Comment field – Free publication (SB-1031) approved, approval code 0423B.
    • By field – MANAGER
    • Followup - APPROVE
  6. The next time Karen searches her assigned issues, this issue displays. She opens the issue, makes the following changes on the Resolution window, and saves the issue.
    • Response field – Ensured that MAG-003 renewal for this member is in effect. Sent March and April 2003 issues and free publication (SB-1031) to member. Will confirm member receipt of March, April, and May 2003 issues and receipt of SB-1031.
    • By field – KAREN
  7. Karen later verifies that the member received the missing March and April 2003 issues, the new May 2003 issue, and the free publication. She then opens the issue and makes the following change on the Issue window.
    • Status drop-down list – Closed
  8. Karen then makes the following changes on the Resolution window and saves the issue.
    • Response field – Confirmed that member received March, April, and May 2003 issues and free publication (SB-1031).
    • Resolution drop-down list – CLOSED
    • 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 Analysis and Testing


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