After you have pulled a reported defect of got one pushed, you start with the analysis of the reported defect. You keep on working on the reported defect until a solution is delivered. Re-work and hand-overs lead to longer waiting time. The less hand-overs and the less re-work the lower the waiting time for a customer.
Ask for help when the problem is not clear after analysis
After analysis (and reading design and development documents) the error should have become clear. When this is not the case you have two options:
- ask the Support colleague who created the reported defect for help
- ask you Maintenance colleagues for help
It is up to you who you contact. When you are more experienced you know your Maintenance and Support colleagues better to make a good choice.