Pick oldest defect from the Maintenance Queue

From this Maintenance Queue reported defects should be picked up based on age to limit the waiting time for your customer. Be aware of cherry picking else all difficult issues remain in the queue. The general policy should be that the reported defect at the top (Oldest issue of the queue) should be picked up first. The only reason not to pick it up if, after reading, the Maintenance Engineer concludes that he has no knowledge of the area the defect occurs in.

Picking up the eldest defect helps in getting more satisfied customers. The longer a customer has to wait the more unsatisfied he becomes. By taking the eldest you create the shortest waiting time possible for a customer.

Communication with the Support Analyst via the Maintenance System

All written communication, from providing reproduction material till discussing functionality, need to be logged in comments on the reported defect. These comments require a type indication like "Internal". Via the system Maintenance Engineers and Support Analysts must be able to communicate with each other. By login internal communication another Maintenance Engineer could take over from a colleague without disturbing the Support Analyst with the same questions.