This document describes the process for your team to share problems and opportunities you have identified which do not qualify as Bugs or Fires, so that our teams can investigate help look into potential solutions.
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Note that there is a separate process for Bug and Fire reporting, which should be followed when there's a loss of existing functionality to our platform. Improvements or enhancements do not fall under this category. |
Submitting a Problem
Open a new ticket in our Jira Service Desk (https://rbictg.atlassian.net/servicedesk/customer/portal/253 ) using the "Feature Request” tile.
Fill all the fields in the Service Desk feature.
Make sure that you focus on the problem that you’re trying to solve. Our product and engineering teams are better equipped to provide solutions given their wide knowledge of the platform
Include as many details as possible for the problem you’re seeing, including screen recordings, guest feedback, etc.
Quantify the size of the problem and the potential improvements we may get if we solve it
Impact on guest experience and crew experience
Impact on sales, profitability or other business KPIs
Our assigned Customer Success Manager will discuss with you the problem you’ve submitted to get all the necessary context, better understand the provided analysis and quantification and make sure that the submitted ticket is clear.
Our teams will analyze the problem you’re reporting, and will provide one of the following answers in the Jira ticket in a period of 4 weeks from the moment the request is clear and quantified (during this time the ticket will be set to
)Status colour Blue title Pending product assessment Problem is added to the backlog and added to the next Quarterly Roadmap (Status
)Status colour Blue title Planned Problem is added to the backlog but without a set Quarter date (Status
)Status colour Blue title QueuedLATER Problem won’t be worked on (Status
)Status colour Green title Won't DO
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