Synergetic Problems FAQ

Modified on Fri, 6 Mar at 2:09 AM

Frequently Asked Questions

What is a Problem?	Problems are causes, or potential causes, of one or more Incidents or Major Incidents Problems have a unique reference number in Service Cloud Problems do not have a priority set Problems are not Feature Requests. Feature Requests are handled according to the process owned by the Product team
What does the status mean?	The status of a problem outlines where it is currently sitting in the product prioritisation list. To be reviewed: The Problem has been reported and our team will review to identify a solution and/or workaround in due course. Not planned: We are aware of the Problem. A solution has not been scheduled or developed as yet. There may be a workaround that can be utilised in the meantime. Pending release: A solution for the Problem has been developed by the EH team and is scheduled to be released. Released: A solution for the Problem has been released for schools. Resolved: The problem has been resolved. Closed: The problem has now been resolved and closed.
What happens to the incident I created initially?	Once an incident has been identified as a problem (potential bug/defect), the incident will be marked as resolved and a problem case will be created if it is a new problem. The customer will be provided with the new problem case number to keep track of the problem progress. If it is a known problem, then the incident will be marked as resolved and the case will be linked to the existing problem case, and the customer will be provided with the existing problem case number to track progress.
What happens now that the incident is linked to a problem case?	You will be provided a problem case number where you can follow the progress of the problem case via the portal. As the product teams work through the problems, the status of the problem will be updated to reflect the progress of the problem.
What do I do if I want to know the progress/update on the problem?	The fastest way to know the most up to date progress on a problem is to check the problem page via the portal.