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GPS » Topics » Ticket Logging Requirements

These excerpts taken from the GPS 10-Q filed Jun 9, 2009.

Ticket Logging Requirements

 

1. NA Stores Help Desk Ticket Logging Requirements

The following information must be logged clearly within the Ticket record:

 

  (a) Summary of the issue and related activities:

 

  (i) Detailed description of the Covered Location’s Problem including business impact.

 

  (ii) When there is a *, CSRs will review the * to verify if the store is part of the *.

 

  (iii) Exact error message in its entirety and available options on the error message screen.

 

  (iv) Description of what the store was attempting to do when the Problem occurred.

 

  (v) When the issue occurred, if applicable. Briefly describe the event that preceded the issue. If it is not relevant, or unknown, enter N/A.

 

  (vi) For transaction Incidents, include all transaction information (e.g., Transaction #, Register #, Time, Store #). If the transaction number is unknown or not completed, include the date and time of the transaction.

 

  (b) Troubleshooting performed:

 

  (i) Document all troubleshooting steps taken even if they had no effect.

 

  (ii) Log if the Problem could be recreated and the steps taken to recreate. Place in the Ticket the exact keystrokes used to recreate the Problem. If the Problem cannot be recreated, then it is not necessary to enter the keystrokes into the Ticket.

 

  (c) Next step actions:

 

  (i) Clearly document the next steps for the Covered Location and/or NA Stores Help Desk CSR to perform (i.e., sending store new LRT, store will call back after hard boot).

 

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit A.10XX    Gap/Supplier Confidential and Proprietary Information    Page 23

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Ticket Logging Requirements

 

1. Stores Help Desk Ticket Logging Requirements

Clearly within the Ticket the following information must be logged using the following categories:

 

  (a) Summary of the issue and related activities:

 

  (i) Detailed description of the Covered Location’s Problem including business impact.

 

  (ii) When there is a *, analysts will need to review the * to verify if the store is part of the *.

 

  (iii) Exact error message in its entirety and available options on the error message screen.

 

  (iv) Description of what the store attempting to do when the Problem occurred.

 

  (v) When Issue Occurred (If Applicable):

 

  (vi) Briefly describe the event that preceded the issue. If it is not relevant, or unknown, enter N/A.

 

  (vii) For transaction Incidents include all transaction information (e.g., Trans #, Reg #, Time, Store #). If the transaction number is unknown or not completed include the date and time of the transaction.

 

  (b) Troubleshooting performed:

 

  (i) Document all troubleshooting steps taken even if it had no effect

 

  (ii) Log if Problem could be recreated and steps taken to recreate. Place in the Ticket the exact keystrokes used to recreate the Problem. If the Problem cannot be recreated then it is not necessary to enter in the keystrokes into the Ticket.

 

  (c) Next step actions

 

  (i) Clearly document the next steps for the Covered Location and/or Stores Help Desk Analyst to perform (i.e., sending store new LRT, store will call back after hard boot).

 

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit A.10    Gap/Supplier Confidential and Proprietary Information    Page 33

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EXCERPTS ON THIS PAGE:

10-Q (2 sections)
Jun 9, 2009

RELATED TOPICS for GPS:

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