TABLE OF CONTENTS


Order of Action


Dev Fairy tickets should be addressed in the following order:


  1. Tickets labelled as Urgent should take precedence over all other tickets and must be addressed as a top priority.
  2. Tickets with a priority of High are to be actioned in date order.
  3. Once all High priority tickets have been addressed then Medium priority tickets should be actioned in date order.
  4. In the event that a Medium priority ticket has been waiting for more than 3 weeks its priority will be increased to High so that it can get resolved - see below.
  5. Tickets marked as Low priority are to be reviewed by the Dev Fairy every week with two potential outcomes:
    If it is determined that the issue will not be resolved, the tickets should be sent back to the support agent, who will then inform the retailer.
    If it is determined that the issue requires resolution, the priority should be adjusted to Urgent, High, or Medium as appropriate. The ticket should then be addressed as above. 


Review of Dev Fairy tickets by support


The Support Team Leader will review all Medium tickets and increase them to High if they have been outstanding for more than 3 weeks.


The Support Team Leader and L2 Support will review outstanding Dev Fairy tickets on a bi-weekly basis to ensure they should all still be in the queue.


Flagging of high Dev Fairy ticket numbers


The Support Team Leader will keep track of the queue count. If it goes over 20, they will raise this concern during Scrum. If necessary, resources can then be reassigned to reduce the queue count.


Flagging of tickets where the retailer is unhappy with the resolution timeline


If retailers are unhappy with the time a ticket has been in the Dev Fairy queue it is the responsibility of the ticket agent to raise the issue in Scrum and ask if the priority can be reviewed.


If the ticket agent is unavailable, they should inform the Support Team Leader, who will then raise the matter on their behalf.