What Happens To My Engineering Issue Ticket

When you submit an engineering ticket reporting a defect (i.e., Design Catalogue Issue) we follow a strict process to make sure we resolve your request in the best possible way.

The time it takes for each process to be completed depends on the individual request.

Change suggestions: This article gives you an overview of how we handle engineering defects. You can find out how we handle engineering change suggestions here.

Step 1: Validation

Once we have established your ticket is reporting a defect, and not suggesting a change, a Zebraware expert engineer is assigned. They will use the information provided in your ticket to replicate your issue. We may ask you for more information.

Step 2: Discovery

Next, the engineer will investigate, and find or design an appropriate solution. Once again, we may ask for more information, and additionally confirm that the solution we're proposing satisfies your requirements.

Step 3: Formalisation

At this stage, the engineer will plan the explicit and discrete tasks and/or steps required to implement the solution into Lineardraft.

Step 4: Resolve

The engineer will send you details of the solution and advise of an expected release date. At this point the ticket will be marked as resolved.

Step 5: Release

At this stage, an engineer completes the work identified in Formalisation. When the work is done, you'll receive a catalogue update email, with release notes detailing all the changes/fixes in the update. You can then update your design catalogue via Lineardraft Desktop.

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