Finally, inquiries represent questions from customers or other stakeholders. If you've set up an e-mail mailbox for your project, anyone who knows the address of that mailbox can enter an inquiry. Some inquiries may be answered by customer service people (for example, with the URL of a knowledge base article that explains how to perform the task that the customer asked about). Others will be reclassified as bugs or features.

■Tip Reserving inquiries for cases that come from completely outside of the project team gives you an easy way to track the volume of feedback that you're receiving.

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