Bugzilla:Personas:Mike

Mike

Mike takes care Customer Support. He has his own Bugzilla installation (Installed by Greg) where customers submit their bugs. He decide when bugs are real and should be moved to the internal Bugzilla installation where Mitch will take care of the bugs. He knows very well what information a developer need to fix a bug but he doesn't know how to code at all. He has a local installation of the software the company sell for test of comming bug reports.

Goals:

• Avoid to move to internal installation non real bugs.
• Avoid to move to internal instalattion if all the required information by the developers have been not submited yet.

Likes:

• Customers who submit their bugs with all the required information in different attachments.

Dislikes:

• Customers who after the bug is moved keeps asking questions or prooviding more information about the bug because he have to go to the internal version to add it by hand.
• When customers reopen bugs as he have to keep all the information up to date with the internal installation bug, all by hand.

Daily Tasks:

• Take care of resolve any customer doubts while the bug is in the internal installation.
• Move bugs that are ready
• Put pressure on the developers when the customer is too important or the customer is loosing money because of this bug.

Skills: