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ComputerSR Decision-Making
By MsAnthropy
Category: Computer. Viewed 136 times. Created January 2014.     Disclaimer.   
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This Decision Tree will assist in determining the most effective method to solving or correcting an issue without skipping necessary steps to gathering data or wasting time checking non-related concerns related to issue.

               
First, do the following: 1. Date Client last ran Updates Manager. 2. Gather info including but not limited to: -screenshots, jing video, identified Users affected, Dates of all relevant Programs
How long has this issue/problem been occurring/reported by Users?
Weeks-Months/Unkown
 
 









 
Since Last Update/Unkown
 
Check Client's settings/relevant rights, compare to others with equal Rights, if any.
 






NO



Suggest Appropriate settings/actions for expected Outcome
Is Program Date = to out latest Program?
NO
Is Program update relevant to issue?
 
 

NO


YES

NO

YES




Are settings/Rights/Actions appropriate for expected Outcome?
Check Client's settings/relevant rights, compare to others with equal Rights, if any.
Is Program Update Available (In Version Program Folder- i.e. A13, SP1)
YES
Give Update and Follow up with Client.
 

YES

YES



NO




....and it should be working this way
...but it should not be working this way.
Check Program comments for recent changes, if any, to all relevant Programs
Do any Program comments reflect changes experienced in the affected Program
NO
Check K-Base for any recent/similarly reported issues.





NO




Inform Client of Software Limitations
Begin Testing Protocol: 1. Be sure to choose appropriate Environment (Local vs, Network, if Network Chosen, Choose most appropriate version) 2. Set up All relevant Rights and Parameters to Replicate Client Environment
Able to Replicate?
1. X-ref/Review SR's. 2. Consult Relevant Team Members 3. Consider testing and follow Testing Protocol.
YES
Any recent or pertinent SR's to X-ref or follow for direction?





YES




NO
Close SR
Suggest Custom/Enhancements if determined to be beneficial for Client/Global Release and send the Jean-RS with Alexandra CC'd.
1. Document Testing 2. Complete SR Info including Program #, Relevant Correspondence Trail 3. Add relevant attachments, Video 4. Send to Charles-TA
Any release notes identifying relevance to Program Changes observed?
Review Release notes of Current/Past/Future versions