Problem & Helpdesk technical support
AyMINE manages all kinds of problems around the principal object problem. On the business layer, user have different view and operations for several types of problems:
Problem System Types
- Not-specified – Problem without any special process. They are created internally
- Quality problem – Internally detected problem with quality is primarily used in pair with the QMS support
- 8D report – Special type of problems for the 8D production resolution.
- Test – Test problems are created as a result of testing. They are used only in projects.
- External Helpdesk – Problems processed in the helpdesk process. They are mostly created by customers or internally in the reaction to the goods return, delivery complain or sales process problem.
- Internal Helpdesk – Request for problem resolution managed by the internal helpdesk.
Problem Status Map
The following scheme is the problem status map (UML state machine).
Internally states are managed by 2 states attributes: status and lifecycle status.