Escalated Support Log Digest
- Tech Stack: SQL Server, SSIS, SSRS
- Github URL: Project Link
Solution Engineers at Epic are responsible for ensuring customers can have successful implementations and support of Epic products. When Epic escalates a software issue, Solution Engineers for the primary affected product must partner with the necessary customer IT teams and executives to ensure proper workarounds are in place until released fixes are installed in customer environments. Support Logs are used to track communication with customers. Once all fixes are installed in production environments, the support log can be closed. The average Solution engineer may have 8-10 open escalated logs at any given time per customer – most Solution Engineers oversee support for 4-6 customers.
- Any fixes available to deliver to a client, with an exportable list of update packages to deliver
- Any configuration or build steps required on a support log in a customer environment
- Support logs with fixes in development or quality testing
- Support logs need review or updated comments
- Age of a support log and last update date
- Ability to snooze updates on a support log by adding a next update date to individual logs
For this project, I needed to develop a solution that would alert Solution Engineers of Escalated Support Logs in their ownership that had some actionable step associated with them. I worked with the Escalation Safety Leads at Epic and solicited feedback from Solution Engineers to determine what types of items they would need to be alerted on. Based on that feedback, I created an algorithm to rank support log in terms of actionability in 7 distinct buckets. On a weekly basis, support logs that could be acted on would surface in an email digest, which was powered by a SSRS report. The digest included details like: