Quick Escalation Format
Help the Dev team resolve quick concern faster by sending the right details the first time. This reduces back-and-forth, avoids missed context, and speeds up resolution.
When to Message Dev vs. Proper Handling in CSR
Message Dev immediately if:
System error blocks operations (checkout, posting, syncing, printing) and no workaround
Data is incorrect (totals, VAT, inventory, invoice numbers, AP balances)
Bug is reproducible on QAT
Performance issues (slow/hanging) affecting operations
Don’t message Dev yet if:
It’s a how-to / training question (use CSR guide)
Missing basic details (branch/client, device, time, screenshots) → collect first
The 60-Second Checklist (Before You Chat Dev)
Make sure you have at least these 8 items:
Client / Branch name (and Branch ID if available)
Module / screen where issue happens (e.g., POS → Payment, AP → Supplier Bills)
Exact issue summary (1–2 lines)
When it happened (date/time + timezone)
Who encountered it (user role: cashier/admin)
Replication status
✅ replicated on QAT? (Yes/No)
If yes: include QAT account/credentials reference or steps
Steps to reproduce (numbered)
Proof: screenshots/video + error message (copy-paste exact text)
Optional but helpful:
Device type (Android POS / Windows / Offline server)
Transaction IDs, invoice numbers, AP No., PO No., reference IDs
Required Message Format (Copy-Paste Template)
Use this exact structure in the group chat:
[SEVERITY] [MODULE] - [CLIENT/BRANCH] - [SHORT TITLE] Client/Branch: Branch ID (if any): Environment: Prod / Offline Server / QAT Account used: (cashier/admin, username if allowed) Date/Time observed: (YYYY-MM-DD HH:MM, GMT+8) Issue: (1–2 sentences) Expected: Actual: Steps to reproduce:
…
…
… Replication: QAT = Yes/No (details) Identifiers: (Invoice#, OR#, AP#, PO#, Customer#, etc.) Attachments: (screenshots/video) Workaround tried: (if any)
Severity Guide
P0 (Critical): Cannot operate (cannot sell/print/post/sync), many users affected
P1 (High): Major feature broken, partial workaround exists
P2 (Medium): Minor bug, UI issue, non-blocking
P3 (Low): Enhancement request, cosmetic
Good Examples (What Dev Can Act On)
Example 1 — POS Checkout Error (P0)
P0 POS - Tropical Hut MDC100 - Payment stuck / cannot complete sale Client/Branch: Tropical Hut - MDC100 Branch ID: 102 Environment: Prod (Online) Account used: Cashier (user: cashier01) Date/Time observed: 2026-03-03 20:41 (GMT+8) Issue: Payment screen freezes after selecting “Cash” and clicking “Confirm”. Expected: Transaction should complete and print receipt. Actual: Spinner/loading never ends; no receipt; order remains open. Steps to reproduce:
Add any item
Go to Payment
Select Cash
Click Confirm → freeze Replication: QAT = Yes (QAT cashier01, same steps) Identifiers: Order#: TH-OR-883120, Device: Android POS Attachments: video + screenshot of freeze Workaround tried: Reload POS (still happens), tried another terminal (same)
Example 3 — Offline Sync Issue (P0/P1 depending on impact)
P0 Offline Sync - Kuya Korea UPTC - Upload pending transactions not moving Client/Branch: Kuya Korea - UPTC Environment: Offline Server Date/Time observed: 2026-03-03 09:05 (GMT+8) Issue: Pending transactions to upload stays at “—” even after clicking Search. Expected: Shows pending count and uploads successfully. Actual: No count; no upload; logs empty. Replication: QAT = No (offline only) Identifiers: Offline Server IP: 192.168.1.10, POS2 affected Attachments: screenshot of Down/Upload Data page + logs Workaround tried: restart POS app, restart router (still)
Common Mistakes to Avoid (Auto-Delay Triggers)
Dev team will usually reply “need more info” if:
No client/branch mentioned
No steps to reproduce
No timestamp (can’t correlate logs)
No IDs (OR#, AP#, PO#, customer, device)
No screenshot/video (especially for UI or printing)
Not tested on QAT (when possible)
Common Questions
1) Do we always need to replicate on QAT before messaging Dev?
If possible, yes—especially for P1–P3. For P0 critical operations, message Dev immediately, then follow up with QAT replication details ASAP.
2) What if the issue is offline-only and cannot be replicated on QAT?
Still message Dev, but include Offline Server details: server IP, terminal, sync status, and screenshots of logs/pending counters.
3) What IDs should we include?
Include any reference that helps trace logs/data:
POS: OR#, invoice#, transaction ID, date/time
Inventory/AP: AP No., PO No., supplier invoice no.
Users: username/role (avoid sharing passwords)
4) How many screenshots are “enough”?
Minimum:
1 screenshot showing the error/issue
1 screenshot showing the relevant page/state (filters, totals, status) If it’s a flow issue, a short 10–20 sec video is better.
5) What if we can’t share client data in the group?
Share only what’s needed:
Branch name, time, module, anonymized IDs if required Then attach details in the ticket and reference the ticket number in the chat.
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