Information Technology Reference
In-Depth Information
Error Source
Reaction
Technical Implementation
Error Management
Functional Specification
Change Request
Data Inconsistancy
Data Clean-up
Fig. 2.5 Error sources
1st level support
Integration Test > Putting
into Operation
User
2nd level support
bug
Entry in Tracking Tool
Fix
Patch
Internal Test
QM Patch
Delivery/Notification
Fig. 2.6 Error process
2.3.3.1 Technical Error Management
When he finds a problem the user calls a service hotline (first level support)
(Fig.
2.6
):
In case the problem is classified as an error and this error cannot be resolved
during the call the caller will be given a reference or ticket number. The hotline
