Creating Device Problem Reports

Purpose: This procedural documentation provides the guidance and instruction necessary to create Problem Report documents correctly, efficiently and consistently.

Scope: Company wide.

**Please note that before you begin any Bug Report you should have completed evaluation of the issue.

Confirm the customer Contact Information

Creation Steps:

  1. From the Customer Database contact info, click in the search for field.
  2. Type or Ctrl+C (Copy) and Ctrl+V (Paste) the customer’s full name or email address in the search field
  3. Double click on customer name
  4. From the sub-Menu Edit Documents / Save & Exit / Create / Send to
  5. Click on Create
  6. Click New Device Request
  7. New screen should appear with Device Support Request in RED
  8. Account Field – change Customer Service to BP-Bug (use the pull down or type)
  9. CS Email Notification – change to Tech (use the pull down or type)
  10. Tracking Number – Notate the tracking number
  11. The tracking number will be used in the email to the customer/client.
  12. The email to the customer/client call it problem report not a bug report (product issue is not the correct classification internally, rather product issue have a software feature or problem connotation).
  13. Manufacturer – must be completed (input device manufacturer)
  14. Device – must be completed (input full device manufacturer part number/match BPWin device algorithm name)
  15. Package – must be completed (found in BPWin under Device Info)
  16. Programmer – must be completed (the programmer the customer/client is using and any models for which the problem has been duplicated)
  17. SM Type – in a problem report, choose the appropriate socket module type for which the problem was duplicated
  18. FX4 / FX2 / FX / ASM/SM / Standard / High insertion Life
  19. Note: Generally standard is selected for none FX devices
  20. ISP – change to No (unless it is ISP (In System Programming))
  21. Socket Module/Adapter – in this field notate the specific socket module that was used to duplicate the problem. It is best to try and use the exact module that the customer used.
  22. Software Version – in this field notate the software version used during testing
  23. Short Description of the Problem – this field is a basic description of the issue
  24. Initial Support Date – it will be required that we use the Change Notification database to find out the date of original support for all device problem reports. This field will be required to be completed unless the details are not available as the device is too old. You could use Engineering To Do on LNS2 as an alternate to try and find an original support date for old devices, but if you can not find it, then it is ok to leave this field blank.

The idea of adding this field is to trigger Device Support to move any device problem reports to the top of the queue automatically, which have been supported in the last 6 months.

  1. Full Description of the Problem – this field is a full description of the problem and duplication efforts that needs to include date time stamp, and a completed device programming problem report attachment OR minimums per H&S ID# BPM-8NTMLH. If the minimums are only provided then a statement should be made that the customer would not provide details for completed device programming problem reporting attachment. Additional details could include: screenshots, path to data file, job file and/or doc link to CAI.
  2. Documentation – linked document below should be completed for device programming problems (if possible) and the completed document should be included in the Full Description of the Problem field
  1. Describe how to exhibit the problem – this field is a step-by-step direction of how you reproduced the failure. Remember to include the location of the bug bin containing the customer samples or internal bin for in house samples. (no screenshots, attachments are allowed, so please be descriptive)
  2. Verify that all the information was properly input and click the Escalate to DS button
  3. Send an email to the client
  4. Subject – should include the Device & Issue
  5. Example: MD2534-d2G-X-P: Failed to perform operation on device
  6. Introduction – Greet the client
  7. Example: Hi John / Good Morning John
  8. Body – should include the Tracking number which the customer can use for referencing the issue. Also be clear about exactly what the problem duplicated was.
  9. Example: I have generated problem report JWHD-7LJS2H for your reference.
    Please use this tracking number when inquiring about the status of this problem.
    I have successfully been able to duplicate the problem you reported, etc....

You should start receiving automatic email notifications notifying you the status of this problem report. Please note that general lead times are three (3) weeks.

  1. Closing – always end on a positive note
  2. Example: Using phrases like Thanks in advance or Regards followed by your name
  1. Hot issues
  2. If customer is line down please escalate to DSS in the CAI to inform BPM Device Support Team of line down situation
  3. When emailing customer please inform them that you have escalated the issue so they are aware we have assigned priority.
  4. Please be sure to include a doc link to the problem report work order for DSS to have easy access. The problem report link should be easily identified on the parent page of the CAI.