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Engineering Required

The Resolution Category of “Engineering Required” should be added for Tickets that have to be resolved by a Development release or a patch.

In both cases, an IDMS reference needs to be added to the ticket under the “Related Development Reference Tickets” field.

This means the relevant ticket reports are correct some of which customers receive or may ask for.

Triage

Tickets that will not have Operations involvement initially and will need a Development ticket will remain in Triage until the ticket is raised and the estimate confirmed.

If the ticket is a bug fix a ticket is raised, communicated to the customer and the Ops ticket is closed. If this is a Development request then the Ops ticket will follow the approval process once the Development team have confirmed an estimate via the Ops Dev process. The Ops ticket will then close.