This Decision Tree will assist in determining the most effective method to solving or correcting an issue without skipping necessary steps to gathering data or wasting time checking non-related concerns related to issue.
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First, do the following:
1. Date Client last ran Updates Manager.
2. Gather info including but not limited to:
-screenshots, jing video, identified Users affected, Dates of all relevant Programs
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How long has this issue/problem been occurring/reported by Users?
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Weeks-Months/Unkown
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Since Last Update/Unkown
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Check Client's settings/relevant rights, compare to others with equal Rights, if any.
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NO
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Suggest Appropriate settings/actions for expected Outcome
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Is Program Date = to out latest Program?
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NO
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Is Program update relevant to issue?
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NO
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YES
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NO
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YES
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Are settings/Rights/Actions appropriate for expected Outcome?
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Check Client's settings/relevant rights, compare to others with equal Rights, if any.
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Is Program Update Available (In Version Program Folder- i.e. A13, SP1)
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YES
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Give Update and Follow up with Client.
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YES
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YES
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NO
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....and it should be working this way
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...but it should not be working this way.
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Check Program comments for recent changes, if any, to all relevant Programs
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Do any Program comments reflect changes experienced in the affected Program
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NO
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Check K-Base for any recent/similarly reported issues.
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NO
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Inform Client of Software Limitations
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Begin Testing Protocol:
1. Be sure to choose appropriate Environment (Local vs, Network, if Network Chosen, Choose most appropriate version)
2. Set up All relevant Rights and Parameters to Replicate Client Environment
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Able to Replicate?
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1. X-ref/Review SR's.
2. Consult Relevant Team Members
3. Consider testing and follow Testing Protocol.
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YES
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Any recent or pertinent SR's to X-ref or follow for direction?
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YES
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NO
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Close SR
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Suggest Custom/Enhancements if determined to be beneficial for Client/Global Release and send the Jean-RS with Alexandra CC'd.
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1. Document Testing
2. Complete SR Info including Program #, Relevant Correspondence Trail
3. Add relevant attachments, Video
4. Send to Charles-TA
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Any release notes identifying relevance to Program Changes observed?
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Review Release notes of Current/Past/Future versions
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SR Decision-Making
