Escalation Manual: Jira Card and Admin Dashboard Task for Tech Support

Updated 1 month ago

Create a Jira Card

- If the issue is a bug with the Dashboad (UI) and REST API.

- Features of Dashboard is not working properly, functions having glitch, issues with the User interface and its values.

eg. Buttons are not working and has a delay, values like history or dates or contents not showing.

- Issues with API that is having 500 error or latency before having response.

- Issues with Delivery - affecting hundreds or thousands of messages not being delivered or being sent wtih latency.

- Generally all functions of UI and REST API that is not working properly.

Create a Task

- If it is not a bug but rather an "Enquiry".

- Enquiry with regards API endpoint or function, Dashboard functionality, a feature request or probable improvement with the system.

- Questions with regards how to use our API, how to use properly our Plugins for integrations.

- Feature request for the API, plugins and automations.

- Issues with Plugins, Third-Party Apps and integrations must be raised as Task first

Reason: Most of the plugins and integrations app are not being handled by the Dev and DevOps Team but of the Product and Integration team.

REMINDER:

If there is any issues and concern that needs immidiate action, and there is a Support Developer or Tech Support online, it can be raised via Slack Channel (Support Team Channel).

If the Support Dev and Tech Support is not online, then may create a Task.


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