Drawing Tools Salesforce / JIRA Tickets

If we have an over abundance of Drawing Tool tickets that are being escalated and there ends up being an IM, here is the process we should follow:

1. Make sure to put clearly in the subject line what the actual issue is. Examples:

• Drawing Tools: Stuck Processing

• Drawing Tools: Blank Image

• Drawing Tools: Whites Showing on Either Side

• Drawing Tools: Grainy Drawings

• Drawing Tools: Figures are Unable to be Exported

• Drawing Tools: Specific Historicals Did Not Make it to Drawing Tools

If you leave the different iterations of the subject, it makes it appear to DEV and Product that they are researching different results.  Be as clear as possible.  If it is the same issue, use the same nomenclature, otherwise we assume all are the same issue.  See “Summary” column below for example

2. Someone from Level 2 should log into the bridge call created by the incident management team.  This would likely be Carmen or Matt given their queues deal with drawing tools more.  They may end up dropping off as DEV triages, but we need at least one Level 2 representative.

3. Even if there are a lot of reported issues, continue to create GSDs and link them to the Incident Management ticket, and update the dropdown to “Is Caused By”

4. Keep the “Drawing Tools” Zoom chat updated.  These are the people who should know about drawing tools (as of 4/17/2023)

• Chris Courtney (EBI is our biggest PARCEL user, they tend to use Drawing Tools the most on the PARCEL side, and Chris Courtney’s team provides white glove treatment to them)

• Paul Cristalli

• Tim Rodriguez

• Andy Amarone

• Gennaro Rivera

• Derek LeVasseur

• Ly Pham

• Matt Marulli

• Carmen Ortiz

• Nikki McLaughlin

By default, since Level 2 is the one managing the cases from multiple teams, it is our responsibility to keep everyone updated.