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Support Requests
When a support request is filed in the RT queue, the primary contact will have to determine if it is a question, bug, or feature/imrovement request.
If it appears to be a bug, an attempt to reproduce and qualify the thing should be made before contact with the customer, if possible. If it cannot be reproduced, the customer must be contacted for more information on the apparent problem. The customer should be informed if the bug is already a known issue. If it is not a known issue, a bug issue should be filed in Jira for entry into the prioritization processes of the development team.
Questions on use ("How do I do this?") do not need such review. Reference should be made to Thalia help, if help already exists. Frequently asked questions should be documented for inclusion into the help files.
Enhancement requests (new features or feature improvements) should be filed in Jira as such, to enter into the prioritization process of the development team, and the customer told that the feature is under consideration.
When a reported bug is fixed, or a requested enhancement included in a release, the reporter of the issue should be informed (see Regular Customer Communications).