Hi Luilei,

IMHO, the way that I understand on Incident/Change/Problem Management process is to control the incident or problems that occurred and likewise turn the said problems to known errors in which it can be solved easily.
On our end, what we do is to have this documented through
8D. Our system is to send the 3D within 24 hours and the complete 8D within 5 days. For the checklist, you can ask for the evidence where it originates, communication coming from the customer and how the receiver in your company disseminated it. Do you have a procedure how to handle incident/change/problem management process? Ask for the evidence? Ask for the implementation?
Hope this helps.
Best regards,
Raffy
