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 (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
Raise this request on behalf of*: select your project manager from RBI
What information do you need changed?: Provide a high level title for your content issue
Brand: Which brand and country are you reporting from?
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.
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.
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.
Attachment: Any pictures and videos that could be helpful for us to understand what the issue is. You can ignore this if you have recorded a loom.
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).
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