# -*- mode: snippet -*-
# name: Hand-off Note
# key: qho
# --
Hand-off Note:
 
PASS TO: 
-- What region is this case being passed to?
 
REASON: 
-- Why are we passing this case? What value are we adding to the customer by passing this? Is any language skill needed?
 
ISSUE: 
-- What is the actual issue being experienced? - i.e. When doing X the customer is experiencing X.
 
STEPS TRIED: 
-- What did you already do? - i.e.  Reviewed logs and found X
 
NEXT STEPS: 
-- What does the technician receiving the case need to do? – i.e. WebEx to troubleshoot X
 
NEXT CUSTOMER CONTACT:  
-- Are they waiting for us, or are we waiting for them? Has the customer requested a call?