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Overview
This guide will help you know where and how to be report fires to the engineering teams. For us to be able to understand the fire and explain the necessary work that needs to be done we need certain information in the service desks ticketsabout how you receive content issues flagged by our QA team that runs regular checks on the different environments.
What is a
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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.
Where to report a fire?
Please report them in the service desk found in this link (https://rbictg.atlassian.net/servicedesk/customer/portal/2) so we can track all the issues in a consistent matter.
How to report fires?
Please follow the next steps to add all information to bug ticket
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Summary: Please add relevant information for us to know what the fire is about. This is usually one sentence that describes the issue.
Description: This one is the most important of all as it will help us understand what the fire is. In the description we will need
Current behaviour: Explain in detail what the fire is.
Expected behaviour: Explain what is the expected behaviour.
Link to the item/issue in Sanity or website (if applicable)
Attachment: Any pictures and videos that could be helpful for us to understand what the issue is.
content issue as issues that require configuration changes in Sanity or influence the content in any way.
Who reports content issues?
RBI’s QA (Quality Assurance) digital team reports issues that need content management configurations from the Franchisees teams
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.
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 |