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Initially adding a list of nearly two dozen "resolution" options for identifying issue causes such as:
Main categories of issues Sub categories
ADB/Device communication problems
ADB/Device communication problems LIBUSB_ERROR
incorrect device configuration/setup
incorrect device configuration/setup Device Reboot Required
incorrect device configuration/setup Not setup correctly
incorrect device configuration/setup Reset phone needed
incorrect device configuration/setup Bad Cable
Application Issue REST API Issue
Application Issue Phone sleeping
Application Issue System hanging
Test Script Issue
My team and I are of the opinion that Service Desk is not the place for Engineering to try to analyze patterns for issues. Bug tickets in their own project in Jira seem like they would be a better place to do this. This list would just change and grow constantly.
In my opinion Service Desk is not the right place for Engineering to do this analysis. Basically we would be doing the analysis for them instead of them doing it themselves.