OC_Case Workflow_03242015

Orange Crush + Related Initiatives
Training: Case Workflows
Version: March 24, 2015

© 2013 ShoreTel, Inc. All rights reserved worldwide. 12/29/201512/29/2015
Content Outline
1
Module: Case Creation and Updates
Training Sections
Status Changes
Service Level Agreement (SLA)
Case Attachments
Case Closure

Harmonized case Status values detail the state of Support’s
troubleshooting efforts OR identify the group currently responsible (e.g.,
Customer/Partner, Engineering, Third Party Vendor)
Status Values
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Status What it Means
New Case has been opened, but is not yet in progress
Work in Progress Support changes the Status to Work in Progress to indicate they are
troubleshooting the case
Pending Review Support changes the Case Owner to a new queue to escalate the case,
driving the Status to automatically update to Pending Review
Escalation Returned Support changes the Case Owner to the previous Case Owner. Support
must also change the Status to Escalation Returned
Waiting on
Customer/Partner
Support changes the Status to indicate they have made a request to the
Customer/Partner and are waiting on a response. Customer/Partner
receives 5 recurring auto-emails based on Priority until responding or
until case auto-closes based on Commit Date.
Customer Updated Status auto-changes to Customer Updated when the Customer/Partner
responds to the request by posting a comment in the Support Site,
adding attachments via the support site, or responding to an auto-email
that stores in the case.

Status Values (cont’d)
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Status What it Means
Waiting on Third Party Support changes the Status to Waiting on Third Party to indicate the
issue requires assistance from Party outside of the Partner/Customer
(i.e. Carrier)
Monitoring Support changes the Status to indicate that they have applied a potential
fix and are Monitoring for stability. Customer/Partner receives recurring
auto-emails every week until responding or until the case is manually
closed.
Engineering Review Status auto-changes to Engineering Review when an Engineering
Engagement is opened for the case. Case will remain in a state of
Engineering Review while Engineering troubleshoots the potential defect.
Pending Software
Release
Status auto-changes to Pending Software Release when Engineering
implements a fix to resolve the Engineering Engagement related to the
case
Reopened Support changes Status to Reopened if customer/partner requests to
reopen the case within 30 days

Workflow to Queues
In our harmonized case management process, workflow will be driven at
case creation to defined queues based on customer and support type:
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Green, Blue,
Orange Queues
Tier 1 Adv. Apps
All Legacy Cloud by
Account Team
(Elvis Platform)
Email to
skysupport@shoret
el.com will go to
triage queue
ACC
Non-Technical &
Technical for :
• Cloud (Connect)
• HYBRID Site
Survivability
Non-Technical &
Technical
(Enterprise
Supported) for:
• Onsite
• HYBRID Apps
• HYBRID Sites
Mobility for:
• CLOUD
• ONSITE
• HYBRID Site
Survivability
• HYBRID Apps
• HYBRID Sites
Technical (Partner
Supported) for
• Onsite
• HYBRID Apps
• HYBRID Sites

Escalation Paths
When Staff change Case Owner to a defined Escalations queue, Status
will automatically update to Pending Review.
Initial Queue Escalation Path*
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ACC
Green, Blue,
Orange Queues
Tier 1
Adv. Apps
Tier 1
(TAC Tier 1 queue)
Tier 2
(TAC Tier 2 queue)
NOC
(Escalations queue)
*Not a comprehensive list of all escalation paths that may be required when working a case.

Returned Escalations
If an Escalations team receives a case that should be returned to the
originating queue, Staff will update Status to Escalation Returned and
change the Case Owner back to the previous owner.
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Escalations & Coaching on the Case
Cloud Support teams use the Problem Information section on the case
to document key information before escalating a case.
The Learning Tip section is used by Cloud Support management to
share/document coaching tips and best practices with Support Staff.
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Service Level Agreement
In our unified case management process, there are two tailored service
level agreement (SLA) policies based on how we support our
customers – Direct and Indirect support. SLA parameters will vary for
each of the three priority levels (P1, P2, P3).
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Direct Indirect
• Enterprise Support
• Direct*
• ShoreTel Direct
• Partner Support
• Shared Support
• Partner – Private Cloud
*Reminder, Direct is the new term that refers to how we support our Legacy Cloud/Cloud customers

The table below outlines the SLA requirements* for supporting Direct
customers.
Direct SLA Requirements
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Priority Initial Response Case Update Frequency Commit Dates
P3 Within 24 hours Every 48 hours 10 business days
P2 Within 4 hours Every 24 hours 5 business days
P1 Within 1 hour Every 4 hours 6 business days
*Assumes 24*5 response

The table below outlines the SLA requirements* for supporting Indirect
customers.
Indirect SLA Requirements
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Priority Initial Response Case Update Frequency Commit Dates
P3 Within 24 hours Every 5 days 25 business days
P2 Within 24 hours Every 2 days 10 business days
P1 Within 1 hour Every 4 hours 11 business days
*Assumes 24*5 response

Actions that Update SLA
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The following actions will update SLA and “restart the clock” for the
next SLA Milestone:
– Support updates the case with a public comment
– Support updates the case with an outgoing email
– Customer/partner updates the Support Site with a comment when the
case Status = Waiting on Customer OR Monitoring
– Customer/partner updates the Support Site with an attachment when
the case Status = Waiting on Customer OR Monitoring
– Customer/partner responds to the case with an email when the case
Status = Waiting on Customer OR Monitoring

SLA Information on the Case
The SLA Information section provides quick reference to the current
SLA status via a Status Icon, text description, and timeline for next
milestone due date.
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Milestone Status Icons
The Milestone Status Icons provide easy reference to how
the Case compares to SLA expectations.
• Green: Case is SLA compliant
• Yellow: Case went out of compliance with SLA at some
point during the lifetime of the case, but is now currently
back in SLA
• Red: Case is out of compliance with SLA

The Milestone Timeline provides a visual reference for elapsed time
compared to time remaining to meet SLA. Timeline information is
shown in hours.
SLA Information on the Case (cont’d)
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Milestone Tickmark
The Milestone Tickmark will turn red when time
lapsed and the case went out of SLA compliance

The Case Milestone section outlines each Milestone towards the case
SLA. While a Milestone is pending, the time remaining will be visible for
the Case Owner to reference. Once the Milestone is complete, the
completion date/time will populate along with a green checkmark for
quick reference.
SLA Information on the Case (cont’d)
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Case Milestone Data
The Case Milestone data is available for reporting,
providing the Support organization with greater
quality of data regarding the lifecycle of our cases.

SLA Information on from a List View
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When viewing case list views (e.g., My Cases) staff should sort by the
“Next Milestone Due Date” column to prioritize cases with SLA expiring
next. The SLA Status Icon will provide a visual reference for SLA
compliance.
Action to Update List Views
As part of the transition to our unified Salesforce
instance, staff may have to update personal list
views to reference the new SLA fields relevant for
managing caseload via SLA Milestones.

Attachments on the Case
There are two Attachment sections on the case:
Case Files: TAC uses the Case Files section as it provides for the
ability to upload large files greater than 2 GB.
Attachments: Support uses the Attachment section for the quick ability
to upload files to the case.
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Steps To: Upload Attachments to Case Files
The process to upload attachments using Case Files differs slightly
based on file size.
Attachments Less Than 2 GB (can also use Attachments section)
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1 Navigate to the Case Files Related List. Select the Upload Files button.
2 If you have not enabled pop-ups, you will see the error below. To resolve the error,
navigate to your browser settings.
Chrome Pop Up Blocker
If using Chrome, navigate to Settings, then
follow the steps below:
Privacy  Content Settings  Pop Ups

Steps To: Upload Attachments to Case Files (cont’d)
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3 Once pop-ups are enabled, a new window will appear for file upload. Click OK.
4 Choose the file for upload from your Windows folders. Click the Upload files icon
to initiate the upload process. A status bar will tracking the upload process.
Private vs Public Attachments
Use the Private checkbox to indicate
whether the attachment should be
visible to customers or partners from
the Support Site

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5 When the upload is complete, the Information window will appear. Click Ok to
view the uploaded file in the Case Files Related List.
6 When uploading a file that is over 2 GB, an error message will indicate the file size is
too large. Expand the browser window to view the hyperlink “Switch to Java Upload”.
Attachments Greater Than 2 GB
Java Permissions
If you receive an error message,
you may have to grant the system
permissions to use Java. Select
Run if prompted.

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7 Click the Add button and choose the file for upload from your Windows folders.
Click the Upload icon. You will see a status bar tracking the upload progress.
8 When the upload is complete, the Information window will appear. Click OK to
view the uploaded file in the Case Files Related List.

Steps To: Close a Case
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1 From the Case Details View, click the Close Case button.
2 Select the appropriate Closed Status from the pick list.
Closed Status
There are three Closed Statuses to
choose from:
• Closed: Support has completed
work on the case
• Void: Not a valid case
• Duplicate: Multiple cases open
for a single issue

Root Cause Value Meaning
3rd Party Result of some 3rd party equipment (excluding carrier issues)
Applied Work Around Workaround was put in place, customer is satisfied with the solution
Carrier Issues Result of a carrier issue
Client Closed Customer requests the case to be closed without a known resolution
Configuration Updated Issue resolved by making a configuration change
Client Maintenance /
Environment
Error is a result of a recent change within the customer's environment
Client No response Attempted to reach out to the customer (at least 3 times) without a
response
Confirmed Fraud Incident Result of fraudulent activity
Corrected Invoice Billing issue that was corrected
Defect Corrected Software issue/bug that was resolved. An Engineering Engagement
must be associated with the Case
Defect Documentation Documentation defect that needs updating.
Functioning As Designed Issue is a result of how the system functions
Steps To: Close a Case (cont’d)
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3 Choose the Root Cause value that best describes the reason for resolution.
Below represents Root Cause values across case record types.

Root Cause Value Meaning
Hardware Failure Hardware issue for any device
No Issue: Hit ‘?’ Button in Error ? On phone hit by mistake
Increased Capacity When capacity is increased to address the issue
License Recovery Request for licenses and/or license compliance when system locked
Network Problem Network issue
No Trouble Found No trouble was found with the information provided
Question Answered No technical troubleshooting was performed. It was a quick process
and/or procedure question only
Ref'd to Implementation Issue needs to be reviewed by another ShoreTel department
(Implementations, Remote Partner Assist, Professional Services)
Reinstalled/Rebooted/BurnflashThe issue was resolved by Reinstall/Reboot/Burnflash.
Note: This should not be used as a first troubleshooting step
ShoreTel Maintenance /
Environment
Error is a result of a recent change by ShoreTel (cluster maintenance,
etc.)
ShoreTel Vendor A result of some 3rd party equipment (excluding carrier issues)
Software Requested The customer has requested an old build of software
Unable to Recreate Support cannot replicate issue.
Unsupported The configuration, design, and/or hardware used in the scenario is
not supported by ShoreTel
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Existing Cloud Root Cause Value Future Root Cause Mapping
Client Maintenance Client Maintenance / Environment
Confirmed Fraud Incident Confirmed Fraud Incident
False Positive No Trouble Found
Hardware Failure Hardware Failure
Known Issues - Permanent Solution Applied Defect Corrected
Known Issues - Permanent Work Around Defect Corrected
Known Issues - Temp Work Around Defect Corrected
Known Issues - Future Release Defect Corrected
Known Issues - Not Defined Defect Corrected
LNP Translation Issue Carrier Issues
Maintenance ShoreTel Maintenance / Environment
NA- Function as Designed Functioning As Designed
No Backup Client Maintenance / Environment
No Trouble Found No Trouble Found
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Root Cause values for Problem cases have been harmonized across
deployment models. Mapping for this transition is outlined below.

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Existing Cloud Root Cause Value Future Root Cause Mapping
Physical Cabling Client Maintenance / Environment
Power Failure Client Maintenance / Environment
Preventable - Capacity Increased Capacity
Preventable- Hit ‘?’ Button in Error Hit ‘?’ Button in Error
Preventable - Human Error Functioning As Designed
Preventable - Incorrect Invoice Corrected Invoice
Preventable - Known Issue/Work Around Applied Work Around
Preventable - Other Applied Work Around
Preventable - Recent Change Client Maintenance / Environment
Unable to Recreate Unable to Recreate
Software Bug Defect Corrected
Systems Failure ShoreTel Maintenance / Environment
Tools Insufficient No Trouble Found
Unsupported Unsupported
Vendor - Maintenance ShoreTel Vendor
Vendor Problem ShoreTel Vendor

Existing Premises Root Cause Value Future Root Cause Mapping
3rd Party 3rd Party
As Designed Functioning As Designed
Client Closed Client Closed
Client No response Client No response
Configuration Corrected Configuration Corrected
Database Repair Configuration Corrected
Defect Corrected Defect Corrected
Defect Documentation Defect Documentation
License Recovery License Recovery
Network Problem Network Problem
No Trouble Found No Trouble Found
Question Answered Question Answered
Ref'd to Implementation Ref'd to Implementation
Ref'd to Professional Services Ref'd to Implementation
Ref'd to Remote Partner Assist Ref'd to Implementation
Reinstalled Reinstalled/Rebooted/Burnflash
Software Requested Software Requested
Unsupported Unsupported
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4 Document a detailed description of the resolution in the Resolution text field. Click
Save when complete.
Case Closure Fields
Other fields may be required (e.g., Sub
Reason) or relevant (e.g., RFO Requested)
given the nature of the case. Review the
Case Closure before Save to ensure all
necessary information has been documented.

OC_Case Workflow_03242015

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