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How to troubleshoot AMS reports

How to troubleshoot AMS reports

Jan 08, 2020

L1 to do initial diagnosis of ticket:

  • Gather further information from user if needed (such as screenshots, specific examples of awards/ data showing the issue)

  • Replicate the problem (run the report with same information as user)

  • If problem cannot be replicated and answer is in the user guide then update user with this and wait for response. 

  • If user confirms they have understood and it is not an issue with the report then close ticket. 

  • If you can replicate the same issue and answer is not in quick guides, then assign to Poonam Sodha (Business Data Analyst who will be able to work with the BI team to fix the AMS reports)

  • Please add level 2 (Sibani Ghale) as a watcher as level 2 will need to be aware of issue. 

 

NB: If AMS support is receiving several tickets about the same/similar issues (try and spot this trend) then please make sure that L2 is informed about this via email and ensure all tickets are assigned to Business Data Analyst, Poonam.