Managing Issue Review Tasks

Constraints and Limitations

• An issue ticket process takes effect only after the issue de-escalation and suspension review processes take effect.
• After an issue ticket is accepted, it can be escalated, de-escalated, or suspended.
• Before closing an issue ticket, close the escalation, de-escalation, and suspension e-flows.
• Escalation of an issue ticket does not need to be reviewed.

Viewing an Issue Review Task

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Issue Process tab page and click the Issue Review tab.
4. Locate the issue review task you want to view and click View Details in the Operation column.

   View review configuration details.

Enabling or Disabling an Issue Review Task

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Issue Process tab page and click the Issue Review tab.
4. Locate the issue review task you want to enable or disable and click the feature flag to enable or disable feature.

   Enable or disable the issue review task. If the issue review task is disabled, the issue review task is unavailable.

Creating an Issue Review Task

Only one review scenario can be available. If there is already a same review scenario, the review scenario cannot be created.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Issue Process tab page and click the Issue Review tab.
4. Click Create Issue Review.
5. Set parameters for creating an issue review task.

   Table 1 Parameters for creating an issue review task

   Parameter	Description
   Review Scenario	The options are De-escalation and Suspension. Select the scenario to which the issue review applies.
   Issue Level	This parameter needs to be set only when the review scenario is issue de-escalation. The options are Critical, Major, Minor, and Warning. Multiple options can be selected.
   Reviewer	The options are Issue creator, Individual, and Shift. Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select a reviewer. For details about how to configure a reviewer, see O&M Engineer Management.
   Review Rule	The options are One-member Approval and All-member Approval.

6. Click OK.

   The issue review task is created.

Modifying an Issue Review Task

Only issue review task creators can modify issue review tasks.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Issue Process tab page and click the Issue Review tab.
4. Locate the issue review task you want to change and click Change in the Operation column.

   Table 2 Parameters for modifying an issue review task

   Parameter	Description
   Review Scenario	The options are De-escalation and Suspension. Select the scenario to which the issue review applies.
   Issue Level	This parameter needs to be set only when the review scenario is issue de-escalation. The options are Critical, Major, Minor, and Warning. Multiple options can be selected.
   Reviewer	The options are Issue creator, Individual, and Shift. Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select a reviewer. For details about how to configure a reviewer, see O&M Engineer Management.
   Review Rule	The options are One-member Approval and All-member Approval.

5. Click OK.

   The issue review task is modified.

Deleting an Issue Review Task

Only issue review task creators can and delete issue review tasks.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Issue Process tab page and click the Issue Review tab.
4. Locate the issue review task you want to delete and click Delete in the Operation column.
5. Click OK.

   The issue review task is deleted.