JIRA LOGGING CLARIFICATION

Check for an existing query

When to log a new query?

*No issue exists – phone/queue/email/instant message

*Could have the same booking different issue?

*SPN log a new query

*For Relocation SPN – Log a separate issue when you get any reply from individual bookings. – set to Sent To Procurement if it needs to be worked on. 

*Questions about a SPN – log as Clarification of Product

When NOT to log an issue

*Promos sent from supplier/selling partners/other support teams ect….

*When you transfer a call

*When you forward a queue

*When you forward an email

When to add to an existing issue.

*An email reply

*Any updated issue

When to close an issue

*When you’re working in open JIRA issues and you get a result

*When you worked on an issue and the agent never advised if she would get back to you.

When to keep an issue open

*If you have a procurement issue and is SENT TO PROCUREMENT

*If you have an investigation with Content – SENT TO CONTENT