Burton01 Principles
Identify impact and reproduction conditions before checking account, data scope, time, channel, and permissions. Do not repeatedly submit, duplicate imports, or bypass errors with another account.
02 Standard Diagnosis
- Record time, page, steps, and the complete error message.
- Confirm account, workspace, customer, store, warehouse, and date range.
- Refresh and reproduce once with the same conditions.
- Review Integrations, Activity Logs, Approvals, and Access Control.
- Use sanitized business references for order or SKU issues; never attach secrets or customer private data.
03 Incident Classes and Controls
| Type | Check |
|---|---|
| Login failure | Account status, approval, workspace, and browser time. |
| No page data | Filters, permissions, channel connection, and sync time. |
| Save failure | Required fields, format, duplicates, and role access. |
| Export failure | Date range, volume, and browser download permission. |
| Sync failure | Authorization, rate limits, mapping, and activity logs. |
04 Service Escalation Package
Provide environment, account identifier, time, page, reproduction steps, error text, impact, and completed checks. Sanitize screenshots and exclude passwords, tokens, customer addresses, and full order details.