Incident Management BRD

Introduction

This Business Requirement Document (BRD) outlines the requirements for an incident management system within Eshopbox. Eshopbox provides last-mile delivery and order processing services to sellers, and based on these services, commitments are made to ensure on-time delivery, on-time ready-to-ship (RTS), and on-time handover. However, various unforeseen issues, such as festivals, riots, holidays, strikes, and natural calamities, can disrupt these commitments, impacting Eshopbox services. This document defines the incident management system to address such issues.

Requirement:

• Eshopbox is able to create/report an incident from the Eshopbox workspace. (eshop.myeshopbox.com)

• The sellers are able to view/track all such incidents from the Eshopbox workspace.

• Eshopbox tags orders based on incidents.

Possible actions on an incident:

• Create (Action available only on Eshopbox workspace)

• Delete (Action available only on Eshopbox workspace)

• Edit (Action available only on Eshopbox workspace)

• Close (Action available only on Eshopbox workspace)

• Notify customer (Phase 2)

• Export (CSV format:https://docs.google.com/spreadsheets/d/1z-j2uwDot-mUmWllgCJUhQtufK3KPRKG_tmWuBj_ch4/edit?usp=sharing ) (Action available only all workspaces)

How to report/create an incident?

Open

1. Incident Type: Select from predefined options such as:

   1. Public Holiday

   2. Natural Calamities

   3. Festival

   4. Strikes

   5. Riots

2. Incident Name: A descriptive name for the specific incident, providing more context.

3. Description: Description of the event.

4. From Date and Time: The date and time when the incident began.

5. To Date and Time (optional): If applicable, specify when the incident is expected to end. Leave this field empty if there is no specific end time.

6. Services Affected: Select from options like:

   1. Delay in Delivery

   2. Delay in Return Pick-Up

   3. Delay in Order Processing

   4. Delay in Return Processing

   5. Delay in Order Pick-Up

7. Affected Areas: Define the areas impacted by the incident. This can include selections like:

   1. Selected Eshopbox FCs

   2. Selected Cities

   3. Selected States

   4. Selected Pincodes

   5. Selected Orders

Which fields are editable for a created incident?

No fields are editable for a created incident. The user can delete the incident and create a new incident if required.

1. Incident Type - NO

2. Incident Name - NO

3. Description - NO

4. From Date and Time - NO

5. To Date and Time - NO

6. Services Affected - NO

7. Affected Areas - NO

Which orders will be impacted?

1. Delay in Delivery

   1. Orders having Expected or Actual delivery date during the incident interval

2. Delay in Return Pick-Up

   1. Orders having Expected or Actual return pick-up date during the incident interval

3. Delay in Order Processing

   1. Orders having expected or Actual RTS date during the incident interval

4. Delay in Order Pick-Up

   1. Orders having Expected or Actual handover date during the incident interval

5. Delay in Return Processing

   1. This is currently available only for selected orders.

Required formats:

• Create incident for selected pincodes: https://docs.google.com/spreadsheets/d/1YH0f5kkZRBWI-MP4nrdVuLWsAJZb6Nk4_Js_vriIixQ/edit?usp=sharing

• Create incident for selected orders: https://docs.google.com/spreadsheets/d/1MwXg5RyYGUdlQJkDJ2M_bT46kImLoRESEEcm_3OY7Rc/edit?usp=sharing