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Overview
This guide will help you know where and how to report content issues to our support team, as well as receive content issues flagged by our QA team that runs regular checks on the different environments. For us to be able to understand the issue and explain the necessary work that needs to be done we need certain information in the service desks tickets.
What is a content issue?
We define a fire when the user is not able to perform purchases or has issues with customer personal information. A fire blocks the whole experience from multiple restaurants.
RBI makes use of Opsgenie and has an internal escalation procedure for fires that involve having dedicated people on shift 24/7, i.e. for any given date, on a rotational basis, there are always Product and Development people who will be called to work on the designated fire - this is valid for any time of the day or week, even if the dedicated people are not working or sleeping. Thus this priority level must be used with prudence.
Who reports content issues?
Franchisees content management teams report issues that potentially need dev fixes
RBI’s QA (Quality Assurance) digital team reports issues that need content management configurations from the Franchisees teams
Where to report a content issue?
Please report them in the service desk found in this link (https://rbictg.atlassian.net/servicedesk/customer/portal/21Content Issue - Service Desk) so we can track all the issues in a consistent matter.
How to report content issues?
Please follow the next steps to add all information to bug ticket
Raise this request on behalf of*: select your project manager from RBI. In this case ffernades@rbi.com.
What information do you need changed?: Provide a high level title for your content issue
Brand:Which brand and country are you reporting from?
Summary: Please add relevant information for us to know what the fire is about. This is usually one sentence that describes the issue.
DescriptionDocumentation Used: Content issues often lie in misconfigurations. All the configurations are documented in the https://rbictg.atlassian.net/wiki/spaces/COG/overview. Please include the link to the documentation you attempted to use for resolving your content issue.
Provide the details of your change request*: This one is the most important of all fields as it will help us understand what the fire is. In the description we will need
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Current behaviour: Explain in detail what the fire is.
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Expected behaviour: Explain what is the expected behaviour.
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is malfunctioning / needs to be changed.
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Please note that branding related topics are not considered content issues. RBI brands follow detailed guidelines for branding, and the platforms are built by the specialized teams with those in mind.Suggestions are very much welcome though |
Attachment: Any pictures and videos that could be helpful for us to understand what the issue is.
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