Introduction
A missing application is an issue reported when an existing application disappears. Usually the problem arises after an operating system upgrade on the mobile device or a generic restore from a previous backup. Assuming that the cancelation is not
deliberate, most of the time we don't need to investigate on the cause but just try to install the application again and have the customer able to use our solution. It descend that we must put attention to the actions that might have led to the issue. Before you go through this workflow please investigate on previous
This issue is not directly related to
If the analysis leads us to some Application related issue, then the Incident most probably depends from a wrong configuration of the Application itself or from an issue on the specific mobile platform.
We assume that before starting this troubleshoot we checked in the previous phases (ie Incident Definition and Incident Description) that the User's mobile platform is supported and that no know wrong configurations are set up in the platform itself. So we get here assuming that the Incident might be strictly related to PrivateGSM itself.
Application missing
First Level
The only way to face this incident is to install the application. Once installed, if the user can see the application, the incident is solved.
If the the application is still not present on the device then escalate to the second level.
Second Level
In case of Application Incident reporting, the Second level due is to make sure we are not facing an application bug. Thus the second level priority is to perform a reproduction test so to collect the largest data amount. A side effect is to make sure this Incident is reproducible so as its resolution can be checked when discending from the third level back to the first one. If the issue is reproducible and not solved in the second level, then we need to escalate to the third level wich will produce an ad-hoc build (maybe with a higher level of logging) to be delivered to the user by the first level and to restart the investigation cycle