I had recently been introduced to the SOAP acronym used by medical professional by my brilliant manager.
This was really interesting for me, given that I had no prior “professional” experience or course on advising and troubleshooting.
We can draw many parallels indeed in technical support.
Subjective :
- “Well, it worked on my local machine.”
- “Our builds started failing from last Wednesday.”
Objective :
- Obtaining and investigating build logs
- Extracting details from shared screenshots
- Verifying dependent external services are/were not down
Assessment :
Failed builds relied on a remote service which had recently introduced breaking changes. Likely, the customer ran on their local machine before the change was introduced.
Plan :
Share assessment on remote service, and confirm if the customer's reruns on local machine fail now with the same error.
Proceed to share workaround or solution if available.
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