Tickets created by sending email to support@yumaworks.com or submitted directly to our ticketing system at https://yumaworks.freshdesk.com/ have several types, priorities, and associated statuses that are outlined below:
| Type: | Purpose: |
| Question | asking technical questions |
| Problem | reporting a potential problem to be fixed |
| Incident | reporting a potential problem that is causing a customer site outage |
| Feature Request | asking to add a feature to enhance YumaPro SDK |
When reporting a Problem or Incident please review the article: I'm having a problem and I think it is a bug. How do I file a bug report? to expedite resolution.
| Priority: | Description: |
| Low | No real impact on functionality: aesthetic errors, enhancements |
| Medium | Licensed Software is functional but is behaving inconsistently, i.e. causing the system to show incorrect, incomplete, or inconsistent results; usability issues for non-critical functionalities |
| High | Failure that prevents the Licensed Software from meeting requirements or carrying out a feature; usability issues for critical functionalities |
| Urgent | Failure that prevents the Licensed Software from functioning to the point that it becomes impossible to provide core functionality |
| Status: | Description: |
| Open | the ticket is currently being processed |
| In Progress | the ticket is currently being worked on |
| Pending | a fix has been committed to the code base and is awaiting release |
| Confirming | the fix has been released and YumaWorks is awaiting confirmation that the issue is resolved |
| Resolved | the fix has been confirmed to have resolved the issue |
| Closed | the ticket has finished being worked on |
| Waiting on Customer | waiting for some information or feedback from the ticket submitter |
| Waiting on Third Party | waiting on information from a Third Party |
The Most Common Status workflows:
Open -> In Progress -> Pending -> Confirming -> Resolved -> Closed
This is typically the case with tickets for bugs, e.g. Type:Problem. The ticket is initially Status:Open as it is being worked on. When a fix has been created the ticket moves to Status:Pending indicating it will be available in the next YumaPro SDK release. When the release is issued the ticket moves to Status:Resolved. After two days the ticket is automatically moved to Status:Closed.
During the time the ticket is in Status:Open it can be moved into Status:Waiting on Customer. When the information is provided by the ticket submitter the ticket moves back into Status:Open
Open -> Closed
This is typically the case with tickets of Type:Question that have been answered or Type:Problem that turn out to not be an issue.
NOTE: if a ticket is in status other than Status:Open, e.g. Status:Closed, and the ticket submitter adds a note to the ticket the ticket will revert to Status:Open.