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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 about how you 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 content issue as issues that require configuration changes in Sanity or influence the content and need dev fixes. These would be misplaced pictures in the Front End (even though correctly uploaded in Sanity), or even bugs affecting Sanity (and thus the content configuration experience)in any way.
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 (Content 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
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What information do you need changed?: Provide a high level title for your content issue
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Documentation Used: Content issues often lie in misconfigurations. All the configurations are documented in the https://rbictg.atlassian.net/wiki/spaces/COG. 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 fields as it will help us understand what is malfunctioning / needs to be changed.
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teams
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Best Practices Tip Help our teams by recording a loom and guiding us over what went wrong. Looms allow you to record your screen and talk while identifying the issue. |
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How do you receive and check content issues?
If you belong to a Franchisee Content Team, you will be added to the receiving list for that market. This means you will be able to access content issues via:
Service Desk - by logging in your account of Service Desk - Content, you are able to see, on the top right corner, requests created by you, and all (where issues raised by RBI’s team will be included).
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Each issue will have dates, status, and a comments sections where you can interact with the different team members and receive updates.
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2. Email - you will receive one notification for every issue open for your market
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Please make sure you reply to our QA teams' reported content issues. This helps improve the platform by offering the best experience to our guests |