When to use it
When there's a bug, an upgrade requested or a contractual / invoice doubt.
Requirements and permissions
- A confirmed account / restaurant and interponer.
- Capture, module, action and expected result for incidents.
- Filling / period / contract for administrative consultations.
Steps
- Classifies the case: incidence, functionality or billing.
- For incidence, play without textures and write module, steps and readback.
- For functionality, explain necessity and result, not an invented solution.
- For billing, select period and document without posting sensitive data.
- Use the visible / authorized channel.
- Record reference and monitoring officer.
Expected result and readback
Result: The case gets to the right tail with sufficient evidence and with no unnecessary information.
Check: Retirement or reference of receipt with correct category, account and liability are available.
Common errors
- Treat billing as a technical impact.
- Sending secrets or personal information to a capture.
- Promise date or functionality unapproved.
Recovery or rollback
If misclassified, do not double applications: reference the original case and request reassignment.