Best practices for escalating a ticket

Who to choose as "ticket owner engineering"

RGB Camera payloads issues, Battery hardware issues, flight battery charger, PPK Hardware, Drive-train (motor, ESC, propeller), Telemetry: Sebastian Busschaert

RC, Flap or Servos (HW): Constantin Jung

Hard Case: Ronny Panier

WingtraPilot / WingtraHub app: Kelly Steich

User Experience feedback: Julian Surber

Crashes, battery RTH, motor or servo pre-flight checks: Loïc Dubois

PPK & Camera pre-flight check questions: Michal Stasiak

Drone software updates, log transfer issues & general OBC: Bharat Tak

Unexpected flight behaviour, GPS issues, Wind:  Sebastian Verling

Micasense payload issues, Gen II PPK license: Andreas Bircher

If unsure or Dev is not reacting: Youssef Demitri

Industrialization, payload cover, wing (the composite part with paint, surface, structural, Quality inspection (on customer side), Middle stand (defaults under warranty): Gaëtan Matthey

Supply Chain (Septentrio issue/ license, warranty management with Suppliers (e.g. cameras): Lionel Lussan

Export, shipment delays and damages, FedEx issues, customs issues: Larissa Crivellaro

All other industrialization operations topics: Elmar Artho

Production, Assembly, subassembly, quality control, commissioning, missing items: John Hinterberger, Michael Weber

Shipment delays, FedEx issues, customs issue: Larissa Crivellaro

Regulations (EASA, FAA), Application Certification: Armin Ambühl

Photogrammetry:

• Pix4D, Bentley: Antigoni Makri
• Propeller: Jack Wilcox
• Agisoft: Julian Mackern
• In case of further escalation required: Vaibhav Sawhney (Andrea Nater)

Low PPK fix, Coordinate Systems, base station setup, checkpoint accuracy: Zoran Milunovic

Hubspot tracking, Distributor App: Tomislav Maslac 

Other experts for non standard requests

Product Certification, FCC/CE Test Reports: Emeric Sergent

Information to be provided by the ticket owner

• Mandatory
  • Update ticket description (remove non relevant content, translate to English)

• • Add link to flight logs or flight imagery
  • Find relevant session* or provide available information to find relevant session (*this can be done using the timestamp and flight_sess tags in the session folder)
  • Open logfile in WingtraExplorer:
    • Overview page: take a screenshot of the header + any failing checks.
    • Messages: Take a screenshot of error messages that point to the problem
  • Add a note with a brief summary of what happened and add questions that indicate what information is required to solve the case for the customer.
  • If the issue is related to a certain shipment (i.e. DoA, missing items, damaged boxes etc...) make sure to link the respective shipment in the ticket and add the 4 digit shipment ID.

• • Provide supplementary evidence, if available:
    • Screenshots from WiP, Videos of incident, Photos of physical damages

• Optional
  • If it is flight behavior related, open the .ulog in FlightReview and add screenshot or recording.
• Do not:
  • Try to analyze other pages in WingtraExplorer, e.g. Plots, OBC, Performance, Parameters, …
  • Keep investigation and operational discussion (shipment, discounts) in separate note threads.

Flight log storage

• Create a new folder in the corresponding folder here (e.g. 2020Q1_customer_logs)
  • e.g. 20191001_1503_TTQ_BatteryIssue
• Upload zipped folder and files after unzipping as shown below

• Add link to hubspot ticket property Link to Flight Logs
  • Try to link the most relevant session, copy link to corresponding .ulog file
  • If all flights are relevant or you dont know which session is relevant, copy link to unzipped log folder (not .tar) and provide all available information in a note for the dev that help finding the relevant session.

Flight imagery / PPK Data storage

• Create a new folder in the Shared drives > Flight Imagery - Customer Support
• Organize the data in meaningful folders
• Add link to hubspot ticket property Link to Flight Imagery / PPK Data