When a customer contacts us because they have accidentally deleted a specification or a selection of content from their specification, the development team can look into recovering this information. However, it is worth setting the customer's expectations that this may not always be possible.


Capturing the necessary information

Once you have established that the content/specification is missing and not just in a different spec/project folder, send the customer the canned response Deleted specification/content located in the Chorus canned response folder.


Logging the data recovery

  1. Set the Type field in the Freshdesk ticket to Data Corruption/Repair
  2. Set Program Area to General Specification
  3. NBS Create Licence Code, please type NA
  4. In the File Location field please paste in the spec URL captured from the customer
  5. set the Status to Waiting on QA/Dev then press update
  6. After a few moments, a new note will be added to the ticket with details of the repair e.g.

    Please complete the VSTS reference field in the ticket with the number in this note. This is to prevent duplicate requests from being logged every time the ticket is updated.
  7. Click the link in the note to navigate to Dev Ops, and add a note with the information captured from the customer -  e.g.
  8. Click the Save button in the top right of the screen


Steps once the data has been recovered


Once the data is recovered, the member of the development team who has actioned the recovery will tag you in a comment which will trigger an email to be sent to you confirming the data has been recovered.

Contact the customer and get them to double-check check all the information is present and correct.