In an effort to provide customers with more insight into their product registration campaigns, FieldComm Group has designed a new registration process flow. This new flow required the creation of new ticket fields, the changing of old ones, and the removal of some that are now obsolete.


The purpose of this article is to explain the new ticket "Stage" fields for Registration, EDD Test, Product Test, and FDI Test tickets.


TABLE OF CONTENTS


General Registration Flow

The general registration flow for HART products is visualized below.  FOUNDATION products follow a similar flow, except the EDD Testing is handled during Product Testing.  


Campaign failures will result in additional tickets being created that will follow similar flows.


Announcement of product registration (e.g. listed on Website) occur as noted by yellow diamonds in the process (unless requested by submitter).


Note:  This diagram only shows stage transitions.  Timescale is not represented.  For example, many of the FDI Testing Stages can complete within days while a Product Testing stage may take several weeks. 


Introduction to stages

With previous product registration tickets, the customer had no visibility into where in the process the FCG team was. The "Stage" field will now provide that visibility. Each ticket now has defined stages which dictate what actions will be taken and who is responsible for those actions.


Registration Stage

These are the stages pertaining to the Registration ticket. This is the ticket that the customer creates, and where the campaign overview will be displayed. There are 5 stages for Registration tickets.

  1. Requested: This is the default stage for all Registration tickets. An FCG agent will inspect your ticket to verify the details of your registration request. The agent may reach out to the customer with questions. Please answer these questions as best as you can, as clarification is necessary for the process to move forward. This stage is done once the agent has ensured they have all the correct details about the registration from the customer.
  2. Collection: An FCG agent will update your ticket so the customer can see what materials need to be submitted in order for the registration to be scheduled. It is up to the customer to provide these materials. Feel free to reach out to the agent with any questions about the materials you are being asked to provide. Be aware that this stage will not be done and your campaign will not be scheduled until you have provided all required materials to the collection agent.
  3. In Progress: Once the customer has provided all required materials, the collection agent will create the child tickets that will track the different tests of the campaign. Until those child ticket tests are completed, the Registration ticket will remain in this stage. PLEASE MOVE ALL DISCUSSIONS TO THE APPROPRIATE CHILD TICKETS.
  4. Wrap-Up: Once all child ticket tests have completed, whether they pass or fail, an FCG agent will begin the warp up process, which includes printing paperwork, notifying customers of the results, and returning any devices/products to the customer. This stage is done when there are no more campaign actions.
  5. Completed: A Registration ticket at this stage indicates that FCG considers the campaign completed and that the FCG team has no further actions to take. Furthermore, this stage indicates that the FCG will not take any further action with this campaign. Any new replies, notes, or any other form of contact regarding this campaign will be ignored. If you have new questions, comments, or concerns regarding the campaign, you must file a new support ticket.


EDD Test Stage

These are the stages pertaining to the EDD Test ticket. This is the ticket that the FCG team creates, and where all details of the EDD portion of the campaign will be tracked. There are 7 stages for EDD Test tickets.

  1. Review: This is the default stage for all EDD Test tickets. In this stage, the EDD agent will preform a pre-test on the DDs to verify that they tokenize and ensure other elements are in order. This stage is done once the DDs are deemed satisfactory.
  2. EDD Scheduled: This stage is a holding stage. It means your DDs have been inspected by an agent and are ready to be tested. This stage is done on the test start date assigned by the agent.
  3. EDD Testing: The EDD will undergo testing in accordance with FCG standards. Once testing is finished, a Failure Report will be generated based on any issues found. This report will be sent back to the EDD Developer, and they will have 1 week to preform EDD repairs. This stage is done once all failures found during testing have been resolved to the testers satisfaction.
  4. EDD Built: The FCG agent will generate a final build of the EDD, and notify the developer to make no further changes. ANY EDD CHANGES MADE AFTER THIS POINT WILL RESULT IN A NEW EDD TEST FEE AND DELAY. This stage is done once the build is complete and the developer notified.
  5. EDD Operational Verification: This stage is where the final EDD build and accompanying files are sent to Host Applications for operational verification. This stage is done if no issues are found.
  6. EDD QA: In this stage, the ticket will be assigned to a new FCG agent, who will perform all tasks relating to handling paperwork and posting files in the appropriate places. This stage is done once there are no more action items for the FCG team to take.
  7. EDD Decision: This stage indicates that FCG considers the EDD portion of the campaign completed and that the FCG team has no further actions to take. Furthermore, this stage indicates that the FCG will not take any further action with this portion of the campaign. Any new replies, notes, or any other form of contact regarding this portion will be ignored. If you have new questions, comments, or concerns regarding this portion, you must file a new support ticket.


Product Test Stage

These are the stages pertaining to the Product Test ticket. This is the ticket that the FCG team creates, and where all details of the Product portion of the campaign will be tracked. There are 5 stages for Product Test tickets.

  1. Waiting on EDD Review: This is the default stage for all Product Test tickets. In this stage, the Product agent will wait for the EDD agent to decide that the EDD is good enough to warrant testing the product and will provide the customer with shipping instructions. This may not be applicable to all Product Test campaigns. This stage is done when the product testing has been scheduled.
  2. Product Scheduled: This stage is a holding stage. It means your product is scheduled and ready to be tested. This stage is done on the test start date assigned by the agent.
  3. Product Testing: The Product will undergo testing in accordance with FCG standards. These tests include physical layer testing as well as messaging stress tests. This stage is done when testing is done and a test report has been generated.
  4. Product QA: In this stage, the ticket will be assigned to a new FCG agent, who will perform all tasks relating to handling paperwork and posting files in the appropriate places. This stage is done once there are no more action items for the FCG team to take.
  5. Product Decision: This stage indicates that FCG considers the Product portion of the campaign completed and that the FCG team has no further actions to take. Furthermore, this stage indicates that the FCG will not take any further action with this portion of the campaign. Any new replies, notes, or any other form of contact regarding this portion will be ignored. If you have new questions, comments, or concerns regarding this portion, you must file a new support ticket.


FDI Test Stage

These are the stages pertaining to the FDI Test ticket. This is the ticket that the FCG team creates, and where all details of the FDI portion of the campaign will be tracked. There are 7 stages for FDI Test tickets.

  1. Waiting on Device Test: This is the default stage for all FDI Test tickets. In this stage, the FDI agent will wait for the Product agent to device that the Product is good enough to begin testing the FDI Package. This may not be applicable to all FDI Test campaigns. This stage is done when the FDI package testing has been scheduled.
  2. FDI Package Scheduled: This stage is a holding stage. It means your FDI Package is scheduled and ready to be tested. This stage is done on the test start date assigned by the agent.
  3. FDI Package Testing: The FDI Package will undergo testing in accordance with FCG standards. The agent may reach out to you in order to resolve any anomalies that are found. If the package passes testing, the agent will create a certificate and FMA that will be sent to the customer with instructions on how to build the final package. This stage is done once the customer is notified.
  4. FDI Package Final Build: This stage is the responsibility of the customer. The FCG agent will wait for the customer to provide the final FDI Package build. The agent will then verify that the build was created correctly, and that the customer did not make any changes. This stage is done once the build has been received, checked, and approved.
  5. FDI Package Digital Signatures: This stage will require some back and forth between the agent and the customer. First, FCG will sign the package, and send the signed package to the customer. Then, the customer must also sign the package, and send the now double signed package back to FCG. The agent will then check that the signatures are correct. This stage is done if both signatures are correct.
  6. FDI Package QA: In this stage, the ticket will be assigned to a new FCG agent, who will perform all tasks relating to handling paperwork and posting files in the appropriate places. This stage is done once there are no more action items for the FCG team to take. 
  7. FDI Package Decision: This stage indicates that FCG considers the FDI portion of the campaign completed and that the FCG team has no further actions to take. Furthermore, this stage indicates that the FCG will not take any further action with this portion of the campaign. Any new replies, notes, or any other form of contact regarding this portion will be ignored. If you have new questions, comments, or concerns regarding this portion, you must file a new support ticket.