1. Authors: Ann-Marie Dawson Robin McCabe TS744 Global Case Management Process Date: November 8, 2006 Version: 1.6 Case Status, Sub-Status and Milestone Training

6. Case Statuses and Definitions Newly Open Work In Progress Level 1 Work In Progress Level 2 This is the default status when a case is created. It signifies no work has been done on the case. Work should commence immediately, and status will be updated to the appropriate working status (Example WIP 1 or WIP 2). Cases will never be allowed to remain in this status when work has started. Call Center / eService / ER / NTS / GNPS Definition Owner This status is used when Tier 1 is actively investigating the case. ER or NTS Definition Owner This status is used when Tier 2 is actively investigating the case. GNPS Definition Owner

8. Case Status Definitions Pending 3 rd Party (UPDATED) Interim Solution Developing Corrective Content (NEW) If a temporary or interim fix or workaround is provided that restores functionality until a permanent fix can be delivered, the Case Status may be changed to IS with the customer’s agreement that the temporary fix meets their needs and the customer's agreement on a date as to when the permanent fix will be delivered (Solution Delivered). The case will be owned by GNPS while waiting for a permanent software fix and NTS otherwise Definition Owner Definition Owner The case has been handed over to a 3 rd Party Vendor for resolution; this includes OEM Vendors. ER / NTS / GNPS Definition Owner A corrective content solution is being developed. Corrective Content is a software fix in a post FCS (VO) / FVS ( ChR / GA) environment delivered through a software fix (I.e., Patch) or a maintenance release. Time spent in this status is attributed to inspecting, administration, estimating, designing, coding, building, and testing. The case will be linked to a CR. GNPS

10. Case Status Definitions Solution Delivered Impasse A situation in which no progress can be made or no advancement is possible on case closure. The name of the COL / Account Manager or Nortel Management is required to be documented in the case notes. If, upon escalation, the management of Nortel and the customer organization reach an impasse, management may decide that the case is to be closed or set to impasse since without customer consent no further resolution is possible. ER / NTS / GNPS Definition Owner Definition Owner a) A solution that is corrective in nature and that resolves the Customer's original problem, has been implemented for the Customer or provided for the Customer to implement or hardware must be delivered to site. b) A patch is available for delivery to the Customer site to address the issue in the “found in release”. Must be available via the eService Technical Support Portal or delivered to the Customer or the GA S/W load is accessible. ER / NTS / GNPS

12. Changing The Case Status Click on Actions , followed by Change Status .

13. Changing The Case Status A window pops up on the screen. Using the drop-down list, change the Case Status to the New Status Code.

14. Changing The Case Status Enter a note in the External Notes field indicating the reason for the status change. Click Change . NOTE: Some Case Statuses require that additional fields be filled out to complete the status change – these are highlighted on the next slides.

28. Case Sub-Statuses and Definitions Newly Open This Status and Sub-Status are automatically appointed by the Clarify System when a new case is opened. Pre-Support Newly Open Definition Sub-Status Status

30. Case Sub-Statuses and Definitions With A Customer Escalated To Design Not active because Engineer is waiting to hear back from customer and expected response is, at minimum, the next business day. Awaiting Customer Response Not active due to delay in remote site access where expected access is, at minimum, the next business day. Waiting on Site Access Not active because the customer requested work stoppage, or delayed site / network access, and expected access is, at minimum, the next business day. Customer Requesting Delay Not active because customer is not available to work with the Engineer and expected availability is, at minimum, the next business day. Waiting on Customer Availability Default value when Case status change is made. Please Specify With A Customer Definition Sub-Status Status Default value when Case status change is made. Please Specify Escalated to Design Definition Sub-Status Status

31. Case Sub-Statuses and Definitions Pending 3 rd Party Developing Corrective Content Interim Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Pending 3 rd Party Corrective Content: All functional and sanity testing activities. Testing Corrective Content: Code, build, and load build activities. Designing / Coding / Building Corrective Content: Administration and estimate activities. Admin / Estimating Corrective Content: Code inspection activities. Inspecting Definition Sub-Status Status Default value when Case status change is made. Please Specify Developing Corrective Content Default value when Case status change is made. Please Specify Interim Solution Definition Sub-Status Status

32. Case Sub-Statuses and Definitions Future Deliverable Impasse Solution Delivered Default value when Case status change is made. Please Specify Impasse Definition Sub-Status Status Nortel performing Customer-requested system or network monitoring. System Monitoring Nortel Engineer has provided a solution to the customer and is waiting on customer to assess solution, or verify that the solution corrected the problem. Customer Verifying / Assessing Solution Customer solution implementation time. Customer Implementing Solution Nortel time spent implementing the solution for the customer. Nortel Implementing Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Solution Delivered Default value when Case status change is made. Please Specify Future Deliverable Definition Sub-Status Status

33. Changing The Case Sub-Status The Sub-Status field is found under the More Info tab. Using the drop-down list, select the appropriate Sub-Status . NOTE: Sub-statuses must be updated in real-time.

34. Changing The Case Sub-Status The selected Sub-Status; In this example, “Waiting on Customer Availability”

35. Changing The Case Sub-Status This is an example of an activity log indicating the change made to the Case Sub-Status .

36. Viewing All Case Sub-Statuses Simultaneously To view all Sub-Statuses simultaneously, double-click your default WIP-bin and a new screen will appear.

37. Viewing All Case Sub-Statuses Simultaneously When the new screen appears, select Case Aging which will bring up another new screen.

38. Viewing All Case Sub-Statuses Simultaneously On this screen you will see all of your cases, their Statuses, Sub-Statuses, and Ages. This screen will be useful to quickly view all Cases and ensure that each Case is in the appropriate Sub-Status.

41. Case Milestone Responsiveness Codes Appropriate skill set was not available at the time the case was accepted GNPS-Skill Set The problem was understood and reproduced in adequate time but design was unable to provide a solution in time to meet the milestone GNPS-Design Responsiveness The issue required several GNPS and/or Design resources over a dedicated period of time to determine root cause GNPS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-Off Issue) GNPS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue GNPS-Bandwidth Initial solution provided to customer either via a workaround or a patch did not solve the issue GNPS-1 st Solution Did Not Work Solution applied (SD); customer soaking or watching Customer-Validation Delay Customer is busy, on vacation, gone for the day, or unresponsive Customer-Unavailable Cannot access customer network Customer-Site Access Investigation delayed by request of customer Customer-Request Customer not capable of performing documented Tier1 work Customer- Knowledge Awaiting implementation of solution by customer Customer–Implementation Delay Awaiting customer maintenance window or customer-driven hardware replacement Customer–Delay Scheduling Obtaining more information Customer–Additional Info Required Description Code

42. Case Milestone Responsiveness Codes Refers to delays in Nortel supported 3 rd Party equipment where the delay is with 3 rd Party Support Organizations; this includes OEM Other-3 rd Party Supported/OEM Case Mgmt Case is not sufficiently documented to begin investigation NTS-Poor Documentation Case did not meet milestone due to holidays, sick leave, or a period when assigned engineer is not in the office NTS-Inactivity, Weekends, Holidays, Sick Next level guidance not available NTS-GNPS Not Available Case dispatched to wrong queue when escalating to next level NTS-Misrouted Case The issue required several NTS resources over a dedicated period of time to determine root cause NTS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-off Issue) NTS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue NTS-Bandwidth Patch, MR, or workaround were available but could not be provided to the customer in time to meet the milestone GNPS-Solution Delivery Delays Case could not be assigned to a support engineer quickly enough to meet the milestone GNPS-Screening Delay The problem was identified and solution sourced in adequate time but patch was not created in time to meet the milestone GNPS-Patch Delays Delays in obtaining required information, in addition to the data collection templates, and NTS is unavailable to help GNPS-NTS Availability Case did not meet milestone due to holidays, sick leave, or a period when assigned Engineer is not in the office GNPS-Inactivity, Weekends, Holidays, Sick Description Code

43. Case Milestone Responsiveness Codes Case could not be resolved quickly due to troubleshooting 3rd party unsupported equipment to prove Nortel supported product is not at fault Other-3 rd Party Unsupported The engineer is waiting for Hardware Services (a Nortel team) to deliver the part to the customer Other-Awaiting Part (RMA) Not sure if Nortel issue Other-Complex Issue The problem could not be reproduced in the lab environment to either diagnose the problem or test the solution Other-Could Not Reproduce Case could not be resolved quickly due to GCIP process delays Other-GCIP Problem could be reproduced but occurred so infrequently that delays were introduced in problem diagnosis or solution testing Other-Intermittent Issue This status should be used very sparingly and an internal note should be placed in the case explaining why this code was used Other-Other Issue initially reported as problem was actually a request for feature or new functionality Other-Request For Feature The appropriate Nortel tools were not available to NTS or GNPS to diagnose the problem at the time the problem was reported Tools-Debug Tool Availability Diagnostic tools/techniques used by NTS or GNPS were ineffectual and appropriate techniques would have resolved the issue sooner Tools-Ineffective Diagnostic Techniques Resources other than lab and skill set were needed to progress this issue. An internal note should be placed in the case explaining why this code was used Tools-Other Resources Lab resources needed to reproduce or diagnose the customer problem were non-existent or not available for use in time to meet the milestone Tools-Lab Resources (H/W) Description Code

44. Changing The Case Milestone Responsiveness Code The Milestone field is found under the Tracking tab. Using the drop-down list, select the appropriate Milestone (I.e., the Milestone that was just missed). Then click Add which will bring up a new screen that has the possible failure reasons.

45. Changing The Case Milestone Responsiveness Code Select the appropriate Responsiveness Code from the adjacent list; this indicates why the Milestone was missed. NOTE: For each subsequent missed Milestone, the Milestone must be changed and the appropriate Responsiveness Code selected.

46. Changing The Case Milestone Responsiveness Code Once a Milestone has been entered and a Responsiveness Code selected, it appears in the Milestone window.

47. Changing The Case Milestone Responsiveness Code Example of activity log indicating the changes made to the Milestone .